Senior Product Specialist

JLL•Chicago, CO

18h•Remote

About The Position

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. Senior Product Specialist P3 | Individual Contributor | Leasing Technologies. 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.

Requirements

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

Responsibilities

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.