Lead Product Operations 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. Lead Product Operations Specialist About the role The Lead Product Operations Specialist sits within the Product Support organization and serves as a senior individual contributor and technical escalation point for a suite of technology products within a dedicated JLL business line. This role sets the standard for service tooling best practices, enhances the support knowledge base, and drives operational excellence across the support function. A passion for developing others is important: while the role has no direct reports on day one, it carries an expectation of informal mentorship of peer specialists and is positioned to grow into formal people leadership as the team scales. The role identifies and prioritizes continuous improvement initiatives in collaboration with peers to drive enhancements across the organization. Description As a Lead Product Operations Specialist, you will be responsible for: Driving a fast, effective, and efficient support process with a user-first mindset Maintaining in-depth expertise of supported product(s) including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners Leading the development and implementation of strategic initiatives utilizing Generative AI, specifically JLL GPT, to drive innovation, optimize workflows, and create efficiencies throughout the organization. Actively seeks opportunities to scale AI applications within the team Owning day-to-day support operations, running support stand-ups, providing case feedback, adjusting priorities, and serving as the senior escalation point for supported products Growing peers' knowledge of business operations, procedural best practices, and how support workflows align to the use of our product(s), including developing comprehensive training materials Preparing peer specialists and users for product deployments, including coordinating UAT testing protocols, contributing to release notes, and measuring deployment feedback through case analysis Creating, monitoring and managing benchmarking and reporting statistics to improve case volume, resolution speed, support data integrity, escalation resolution, customer satisfaction, and product adoption Overseeing gap analysis/evaluation for case queue and end-user knowledge base to identify key training for adoption improvement Analyzing recurring issues and user feedback to identify trends, and channeling those insights to the Product Management team to inform roadmap and prioritization decisions Supporting the creation of go-to-market materials and user training content to drive awareness and adoption of technology tools Leading creation, management, and oversight of integration touchpoint controls, inclusive of working with engineering and product to form and execute against controls Defining, outlining, and auditing comprehensive documentation of issue resolution to ensure consistent experience for end users Managing service tool onboarding, improvement, and off-boarding for the product portfolio Straddling time zones to support users in multiple locations and working weekends as needed to support product releases Partnering closely with the future manager of this function on team structure and process as headcount is built out, with an expectation of growing into a formal people-leadership