Product Specialist

JLL•Chicago, IL

1d•Remote

About The Position

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.

Requirements

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
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

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

Responsibilities

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
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
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
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