Product Implementation Team Manager

JLL empowers you to shape a brighter way . Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented peopleand empowering them tothrive, grow meaningful careers and to find a place where they belong. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. LeasingOS Implementation Manager About This Opportunity LeasingOS is JLL's tenant rep leasing technology product. JLL is seeking an experienced Manager to lead our dynamic LeasingOS support team, responsible for managing data entry support and product support tickets. This role is perfect for a hands-on leader who thrives in a fast-paced environment and is passionate about delivering exceptional service while driving operational excellence. This role is for a leader who stays current as tools and best practices evolve and is always looking for ways to automate and modernize how the team works. What This Job Involves Team Leadership & Management Lead, mentor, and develop a team of support specialists Coach the team to run product demos and handle broker interactions with confidence Establish clear workflows and performance metrics to ensure optimal team performance Encourage the team to explore new tools and take part in automation and digital-transformation efforts Foster a collaborative team environment focused on continuous improvement and broker satisfaction Support Operations Management Oversee the end-to-end support ticket lifecycle Implement best practices for ticket categorization, prioritization, and escalation procedures Report bugs and enhancement requests to the product team, following through to resolution Monitor support queue performance and implement process improvements to reduce resolution times Technical Problem-Solving Maintain deep, functional knowledge of the LeasingOS product and features so you can advise the team and answer broker questions accurately Work directly with brokers: join calls, run product demos, troubleshoot live, and set clear expectations on scope and timing Collaborate with cross-functional teams to resolve complex technical issues Document and communicate recurring issues to drive product improvements and preventive solutions Proactively look to automate manual, repetitive support work: applying AI and data-informed methods to resolve recurring issues at the root Process Improvement & Reporting Analyze support metrics and trends to identify opportunities for process optimization Develop and deliver regular reporting on team performance, ticket volumes, and resolution rates Partner with stakeholders to implement system enhancements, AI, and automation opportunities Maintain comprehensive documentation of support processes and procedures Sound Like You? Required Qualifications Bachelor's degree or equivalent experience 2+ years of people management experience leading customer support or tech support teams Strong mentor with integrity, trustworthiness, and ability to earn team confidence Able to learn a product deeply, teach it and troubleshoot complex data and product issues Confident conducting customer calls and running product demos, with strong written and verbal communication Proven track record of improving operational efficiency and implementing best practices What We're Looking For Skilled at adopting AI and automation tools to streamline support work, with a mindset of continuous learning as best practices change Passionate about delivering service and building a high-performing support team #J-18808-Ljbffr JLL