Product Manager

LeasingOS Implementation ManagerOur 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 people and empowering them to thrive, 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.About This OpportunityLeasingOS 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 InvolvesTeam Leadership & ManagementLead, mentor, and develop a team of support specialistsCoach the team to run product demos and handle broker interactions with confidenceEstablish clear workflows and performance metrics to ensure optimal team performanceEncourage the team to explore new tools and take part in automation and digital-transformation effortsFoster a collaborative team environment focused on continuous improvement and broker satisfactionSupport Operations ManagementOversee the end-to-end support ticket lifecycleImplement best practices for ticket categorization, prioritization, and escalation proceduresReport bugs and enhancement requests to the product team, following through to resolutionMonitor support queue performance and implement process improvements to reduce resolution timesTechnical Problem-SolvingMaintain deep, functional knowledge of the LeasingOS product and features so you can advise the team and answer broker questions accuratelyWork directly with brokers: join calls, run product demos, troubleshoot live, and set clear expectations on scope and timingCollaborate with cross-functional teams to resolve complex technical issuesDocument and communicate recurring issues to drive product improvements and preventive solutionsProactively look to automate manual, repetitive support work: applying AI and data-informed methods to resolve recurring issues at the rootProcess Improvement & ReportingAnalyze support metrics and trends to identify opportunities for process optimizationDevelop and deliver regular reporting on team performance, ticket volumes, and resolution ratesPartner with stakeholders to implement system enhancements, AI, and automation opportunitiesMaintain comprehensive documentation of support processes and proceduresSound Like You?Required QualificationsBachelor's degree or equivalent experience2+ years of people management experience leading customer support or tech support teamsStrong mentor with integrity, trustworthiness, and ability to earn team confidenceAble to learn a product deeply, teach it and troubleshoot complex data and product issuesConfident conducting customer calls and running product demos, with strong written and verbal communicationProven track record of improving operational efficiency and implementing best practicesWhat We're Looking ForSkilled at adopting AI and automation tools to streamline support work, with a mindset of continuous learning as best practices changePassionate about delivering service and building a high-performing support teamStrong follow-through and proactive communicatorAbility to work effectively across multiple teams and stakeholder groupsThrives in a dynamic, fast-paced environment with changing prioritiesThis position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.Estimated compensation for this position:90,000.00 – 120,000.00 USD per yearThis range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.Location:Remote –Albany, NY, Andover, MA, Atlanta, GA, Austin, TX, Baltimore, MD, Boston, MA, Charlotte, NC, Chicago, IL, Columbia, SC, Denver, CO, Hartford, CT, Houston, TX, Nashville, TN, Pensacola, FL, Tallahassee, FL, Washington, DCIf this job description resonates with you, we encourage you to apply, even if you don't meet all the requirements. We're interested in getting to know you and what you bring to the table!Personalized benefits that support personal well-being and growth:JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:401(k) plan with matching company contributionsComprehensive Medical, Dental & Vision CarePaid parental leave at 100% of salaryPaid Time Off and Company HolidaysEarly access to earned wages through Daily Pay