Product Implementation Team Manager

JLL•Denver, CO

5d•Remote

About The Position

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.

Requirements

Bachelor’s degree or equivalent experience
2+ years of people management experience leading customer support or tech support teams
Strong mentor with integrity, trustworthiness, and ability to earn team confidence
Able to learn a product deeply, teach it and troubleshoot complex data and product issues
Confident conducting customer calls and running product demos, with strong written and verbal communication
Proven track record of improving operational efficiency and implementing best practices

Nice To Haves

Skilled at adopting AI and automation tools to streamline support work, with a mindset of continuous learning as best practices change
Passionate about delivering service and building a high-performing support team
Strong follow-through and proactive communicator
Ability to work effectively across multiple teams and stakeholder groups
Thrives in a dynamic, fast-paced environment with changing priorities

Responsibilities

Lead, mentor, and develop a team of support specialists
Coach the team to run product demos and handle broker interactions with confidence
Establish clear workflows and performance metrics to ensure optimal team performance
Encourage the team to explore new tools and take part in automation and digital-transformation efforts
Foster a collaborative team environment focused on continuous improvement and broker satisfaction
Oversee the end-to-end support ticket lifecycle
Implement best practices for ticket categorization, prioritization, and escalation procedures
Report bugs and enhancement requests to the product team, following through to resolution
Monitor support queue performance and implement process improvements to reduce resolution times
Maintain deep, functional knowledge of the LeasingOS product and features so you can advise the team and answer broker questions accurately
Work directly with brokers: join calls, run product demos, troubleshoot live, and set clear expectations on scope and timing
Collaborate with cross-functional teams to resolve complex technical issues
Document and communicate recurring issues to drive product improvements and preventive solutions
Proactively look to automate manual, repetitive support work: applying AI and data-informed methods to resolve recurring issues at the root
Analyze support metrics and trends to identify opportunities for process optimization
Develop and deliver regular reporting on team performance, ticket volumes, and resolution rates
Partner with stakeholders to implement system enhancements, AI, and automation opportunities
Maintain comprehensive documentation of support processes and procedures