Product Support Manager
Core
Senior individual contributor managing support operations, technical escalation, and continuous improvement for a suite of enterprise technology products within the real estate industry.
Role type
Senior IC Product Operations Manager
Builds
Support processes, knowledge bases, training materials, and AI-driven workflow optimizations for JLL's technology portfolio.
Domain
Commercial Real Estate / Enterprise Application Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Systems architecture knowledge, root cause analysis, log file debugging, error resolution, process optimization, stakeholder influence, technical documentation, UAT coordination, data analysis, cross-time-zone collaboration
Preferred skills
Generative AI application, Tableau CRM, Azure DevOps, ServiceCloud, Salesforce, real estate industry exposure
Technologies
JLL GPT, Tableau CRM, Azure DevOps, ServiceCloud, Salesforce, Microsoft Office Suite
Responsibilities
Drive efficient support processes with a user-first mindset; maintain deep product expertise including roadmap and outage protocols; lead strategic initiatives utilizing Generative AI; oversee day-to-day support operations and serve as senior escalation point; develop training materials and prepare peers for product deployments; create and manage benchmarking statistics; analyze recurring issues to inform product roadmap; manage integration touchpoint controls and documentation; oversee service tool onboarding and offboarding.
Seniority
Senior, hands-on IC with growth into people leadership