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.

Manager, Product Support

About the role

The M1 Level Manager, Product Support sits within the Product Support organization and are responsible for developing and leading a team of Product and Application Specialists across a suite of technology products in a dedicated JLL business line. As a player-coach, they are a point of escalation for users and further responsible for standardizing service tooling best practices, enhancing the support knowledge base, monitoring support quality assurance, and delivering operational excellence. A passion for people management is critical as the Product Support team is our pipeline of technology talent at JLL. Their goal is to create an environment where specialists are empowered to deliver amazing user experiences, upskill on technical support, and provide actionable feedback to their technology partners. You will identify and prioritize continuous improvement initiatives in collaboration with peers to drive enhancements within the organization.
Description
As a Manager, Product Support, you will be responsible for:
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Leading a functional team focused on building a fast, effective, and efficient support process with a user-first mindset
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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
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Leads 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
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Manages day to day support operations, runs support stand ups, provides case feedback and adjusts priorities, and serves as escalation support management for supported products
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Grows the team’s knowledge of business operations, procedural best practices, and how support workflows align to the use of our product(s), inclusive of comprehensive training materials
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Prepares team members and users for product deployments, including coordinating UAT testing protocols, contributing to release notes, and measuring deployment feedback through case analysis.
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Monitors and manages benchmarking statistics to improve case volume, resolution speed, support data integrity, escalation resolution, customer satisfaction, and product adoption
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Oversees gap analysis/evaluation for case queue and end user knowledge base to identify key training for adoption improvement
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Leads creation, management, and oversight of integration touchpoint controls, inclusive of working with engineering and product to form and execute against controls
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Defines, outlines and audits comprehensive documentation of issue resolution to ensure a consistent experience for end users and clients
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Manages service tool onboarding, improvement, and off-boarding for product portfolio
Qualifications / Experience People skills
• Knowledge of systems architecture, dependencies, and functionalities.
• Ability to translate complex technical concepts and terminology to facilitate effective communication with non-technical partners
• Proficiency in diagnosing and resolving technical issues related to the applications being supported. This involves expertise in identifying root causes, analyzing log files, debugging errors, and applying appropriate fixes or workarounds.
• Subject Matter Expert and relevant Industry/Business expertise
• Knowledge of Microsoft Office Suite (Word, Excel, Outlook, Visio)
• Willingness and ability to learn new or tangential technology products to supported product(s) (i.e., Tableau CRM)
• Empowers and enables the team to effectively carry out their responsibilities, ensuring alignment with strategic objectives and measurable outcomes, with a significant % of performance measured by the team’s collective results
• Commitment to Excellence in user experience [providing proactive communication and resolution ownership]; going the extra mile is standard
• Excellent interpersonal, communication, problem-solving and organization skills.
• Drive to simplify the complex and balance short-term tactical solutions with long-term strategy in mind
• Audits and maintains business application best practices to ensure efficiency and Knowledge of Azure devOps, ServiceCloud, and Salesforce is preferred
• Combined 3+ years of management experience and business line expertise
• 2-3 years of Product or Application Support Experience
• Commitment to continuing education in people management and DEI (Diversity, Equity, Inclusion)
accuracy in the capture of relevant business line data of the product supported
• Strong organizational skills to uphold swift response times as required by the users of the supported product
• Ability to work independently, unsupervised, and as a team player
• Proficiency in managing remote teams and coordinating projects/resources across different time zones
• Comfortable holding team members accountable to a standard of excellence in end-user engagement
• Ability to set clear expectations and team goals, prioritize escalations, and remove blockers for the team
• Strong relationship building and problem-solving skills, with a firm grasp of team morale and cultural dynamics
• Ability to balance delegation and execution, with a commitment to mentor and develop staff along their career paths

Location:

On-site –Makati, Philippines

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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.

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