Senior Product Specialist

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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.   

Senior Product Specialist

P3  |  Individual Contributor  |  Leasing Technologies

 

About the role

The (P3) Senior Product Specialist is an embedded product enablement partner for JLL’s Leasing technology group, responsible for delivering enablement programs, driving adoption, and support operations for Leasing’s proprietary and AI tools. Reporting to the Manager, Product Support, they are the subject matter expert for their supported product(s), helping define and execute enablement strategy, leading launch and rollout execution, and translating user insights into platform improvements that directly contribute to JLL’s commitment to outpace through data and AI.
 

Description

As a Senior Product Specialist, you will be responsible for:
 

Product support & escalation management

• Primary point of contact for user-facing support escalations; provide a single, seamless resolution touchpoint across supported product(s)

• Turning processes into action, accelerating issue resolution, closure, and feedback loops between technology partners to resolve issues quickly and bring consistency to the user experience

• Understands and monitors integration touchpoints, partners with engineering and product to resolve issues

• Responsible for defect reproduction and partners with engineering to resolve and conduct root cause analysis

• Lead UAT testing from a user experience perspective ahead of releases to minimize post-launch case spikes

Product adoption

• Own launch and rollout execution for supported products, including hypercare and stabilization to accelerate time-to-value

• Manage multiple concurrent enablement initiatives, maintaining clear prioritization and communication across product, engineering, and platform partners

• Lead onboarding and engagement programs for Leasing users and platform partners, with a focus on Leasing’s proprietary and AI tools

• Develop and maintain training materials, onboarding guides, knowledge bases, and AI support agent content to drive self-service success and a consistent user experience

• Run user engagement and feedback initiatives to accelerate adoption and surface product improvement opportunities

• Apply change management principles to technology rollouts, addressing user resistance, building stakeholder buy-in, and ensuring sustainable adoption beyond launch

• Guide and support P1–P2 team members on product knowledge, support workflows, and enablement best practices

Agentic AI enablement

• Actively use Leasing’s proprietary and AI tools across the product lifecycle to optimize workflows, drive strategies, and improve execution

• Contribute to and deliver AI activation journeys that move Leasing users from awareness to confident, sustained use

• Configure, maintain, and QA AI support agents: owning prompt quality, knowledge base accuracy, and agent response performance; identify gaps and close feedback loops with platform partners

• Act as an AI champion for the Leasing business; collaborate with the AI Platform Enablement team to align adoption motions, contribute to agent governance standards, and share learnings

Data, analytics & continuous improvement

• Track and report on adoption metrics (Active users, CSAT, engagement scores, case trends) using Pendo, Service Cloud, Datadog, and similar tools; regularly deliver insights to inform product and business decisions

• Maintain data best practices to ensure accuracy and integrity within supported products and downstream reporting

• Continuously improve support operations, prioritization frameworks, and feedback loops within service tooling; exercise independent judgement to recommend process and policy improvements within their product scope

Strategic partnership & product influence

• Build and maintain trusted relationships across the Leasing technology sub-segment; maintain deep expertise in supported product(s): core functionality, roadmap, release cycles, and engineering workflows: as the authoritative resource for Leasing users and platform partners

• Translate adoption data, user insights, and case trends into measurable product improvement recommendations, serving as a key voice of the Leasing user to inform product decisions and drive platform value

Qualifications and skills

• 5+ years of combined experience in product support, PropTech/SaaS enablement, or commercial real estate

• Experience with agentic AI systems, including configuring, prompting, or managing AI support agents and knowledge-base-driven automation

• Proficiency with data and analytics tools: Pendo, Service Cloud, Datadog, or equivalent, to derive insights and report on adoption metrics

• Advanced knowledge of Microsoft Suite and experience with service and project management platforms: Salesforce Service Cloud, Azure DevOps, Jira, or ServiceNow

• Familiarity with commercial real estate transaction processes, particularly Leasing (Tenant Rep and/or Agency)

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

93,000.00 – 125,000.00 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.

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Accepting applications on an ongoing basis until candidate identified.