Product Specialist

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 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 the Role: The (P2) Product Specialist is an embedded expert within JLL's Leasing Technologies Group, supporting proprietary leasing platforms and enterprise AI tools across the entire leasing deal cycle. This role sits at the intersection of user experience, product quality, and technology adoption, providing product subject matter expertise and support insights to their technology partners, as well as participating in the improvement of our technology through product delivery processes. As AI capabilities become central to how JLL operates, this role also acts as a frontline champion for AI adoption, helping employees across the Leasing business line get real value from JLL's AI and proprietary tools and treating every user interaction as a signal that can make the platform better and drive JLL's innovation forward. What your day-to-day will look like: User-Facing Support & Resolution Serves as a primary point of contact for user support across supported products; manages investigations and back-end hand-offs to deliver one seamless resolution experience Performs defect reproduction and root cause analysis across product and AI-specific failure modes including response degradation and retrieval failures; escalates with documented reproduction steps and interaction logs Understands and executes outage protocols; monitors integration touchpoints and escalates unexpected system behaviors following established protocols Delivers against support SLAs (CSAT, escalation rate, NPS) while owning AI output quality through knowledge management coverage and response accuracy standards AI Adoption & Intelligent Tooling Orchestrates AI-powered workflows across supported products to accelerate case diagnosis, response drafting, and documentation Builds agentic support agents and AI-powered automations; maintains a living prompt library and supports users configuring citizen AI workflows Participates in UAT cycles with a focus on real-world usability, edge cases, and AI interaction quality Acts as a frontline champion for AI adoption, supporting engagement communities to drive real value across Leasing Knowledge Management & Documentation Owns AI output quality within their product scope — maintaining knowledge management content to AI-ready standards, auditing AI-generated responses against source content, and remediating gaps through structured content updates Builds and maintains product playbooks, user guides, and self-service resources; keeps documentation current as products and tooling evolve Maintains in-depth product expertise across common cases, support workflows, core functionality, product roadmap, release cycles, and outage protocols Product Feedback & Continuous Improvement Translates user feedback and support patterns into enhancement requests and defect reports for Product and Engineering teams — recognizing what generates tickets, not just closing them Recommends updates to support best practices to enable continuous improvement, user experience consistency, and accuracy in capturing relevant business data Supports custom reporting and data verification for ad hoc stakeholder requests Qualifications & Experience Required 2–4 years in product support, property technology, leasing operations, and/or a closely related role — a combination works Customer-first orientation with documented examples of high-quality support delivery Hands-on experience with AI tools, including prompt building and AI-assisted workflows Clear, confident communication skills with ability to translate between technical and non-technical audiences at all levels Self-directed and organized; comfortable managing competing priorities in a fast-moving environment Preferred Knowledge of product and case management tooling (Azure DevOps, Jira, ServiceNow, and Salesforce) Experience navigating cross-functional stakeholders Pattern recognition instincts — ability to notice what’s generating tickets, not just close them Enthusiasm about AI and commitment to continuous learning as tooling evolves Experience maintaining prompt libraries and AI-assisted workflows Familiarity with product metrics including adoption, sentiment, and engagement alongside support SLAs This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship. Estimated compensation for this position: 65,000.00 – 95,000.00 USD per year This 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 –Chicago, IL If 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 contributions Comprehensive Medical, Dental & Vision Care Paid parental leave at 100% of salary Paid Time Off and Company Holidays Early access to earned wages through Daily Pay At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing. JLL Privacy Notice Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely. For more information about how JLL processes your personal data, please view our Candidate Privacy Statement. For additional details please see our career site pages for each country. For candidates in the United States, please see a full copy of our Equal Employment Opportunity policy here. Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. 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