Staff Product Manager, Moveworks Platform

JLL•Chicago, CO

2d•Onsite

About The Position

JLL is investing in the transformation of how corporate functions — HR, IT, Finance, Legal, Marketing, Research, and Sourcing & Procurement — deliver support to our global workforce. At the center of that transformation is Moveworks (a ServiceNow company), an enterprise-grade AI platform that will serve as JLL’s digital front door. As Product Manager, Moveworks Platform, you will own the product strategy, use case roadmap, and day-to-day execution of the Moveworks deployment across JLL. You will sit at the intersection of AI technology, enterprise systems, and organizational change — partnering with business leaders across corporate functions and with our implementation partner, 89 Solutions, to deliver measurable deflection, automation, and employee experience improvements at scale. This is a high-visibility, high-impact role. You will work directly with the VP of AI & Platform Technology Enablement and engage senior stakeholders across JLLT and JLL Business Services. If you are a product professional who thrives in ambiguous, fast-moving environments and wants to help shape how a global firm works in the age of AI — this is the role for you.

Requirements

5–8 years of product management experience, with at least 3 years working on enterprise SaaS, AI/automation, or digital workplace platforms.
Demonstrated experience managing complex, cross-functional platform deployments — not just roadmap documentation, but hands-on delivery ownership.
Strong command of enterprise system integrations; experience with ServiceNow, Workday, or similar HRSM/ITSM platforms is highly valued.
Proven ability to manage external implementation partners and hold vendors accountable to quality and schedule commitments.
Excellent stakeholder communication skills — comfortable presenting to VP- and C-suite-level audiences, and equally effective working at the operational level with engineers and system administrators.
Experience translating business requirements from non-technical stakeholders into clear, actionable product specifications.
Strong analytical instincts with the ability to define and track meaningful KPIs for AI/automation programs.
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

Familiarity with conversational AI, virtual assistant, or AI agent platforms (Moveworks, ServiceNow Virtual Agent, Microsoft Copilot, or equivalent).
Experience with knowledge management programs and content governance at enterprise scale.
Background in HR technology, IT service management, or shared services transformation.
Exposure to enterprise change management and workforce enablement practices.
MBA or equivalent graduate education is a plus, not a requirement.

Responsibilities

Own the end-to-end product roadmap for the Moveworks platform, balancing near-term delivery commitments with long-term capability vision across all in-scope corporate functions.
Define and prioritize use cases across L0 (knowledge self-service) and L1 (assisted resolution and agentic workflows), aligned to JLL's Accelerate 2030 strategy and benefit realization goals.
Lead intake and rationalization of use case requests from IT, HR, Finance, Legal, Marketing, Research, and Sourcing & Procurement stakeholders.
Develop and maintain a benefits realization framework that tracks deflection rates, FTE redeployment targets, employee satisfaction, and cost avoidance across the platform.
Systematically identify and address knowledge gaps by analyzing top unanswered questions and user feedback, partnering with subject matter experts to the AI’s knowledge base.
Drive the implementation of Agent Studio use cases across internal engineering teams and our managed services provider.
Own the configuration and governance of the AskJLL bot, including knowledge base quality, connector strategy (ServiceNow, Workday, SharePoint), and Smart Handoff workflows for unresolved queries.
Manage the migration of JLL GPT Custom Assistants and other function-specific tools onto the Moveworks platform.
Maintain a close working relationship with the Enterprise Services Management team to stay ahead of platform releases, new capabilities, and roadmap alignment opportunities.
Build data-driven business cases for developing new automation workflows (e.g., software provisioning, access requests) by quantifying the impact of the move common manually-handled service requests.
Serve as the primary product point of contact for corporate function technology leads and business owners across the Moveworks program.
Partner with JLL Business Services (JBS) on workflow automation via Mendix and workforce redeployment planning tied to automation milestones, ensuring commitments are tracked and communicated accurately.
Facilitate regular governance forums, steering updates, and product reviews with JLLT and CFT leadership.
Coordinate with the enterprise AI risk and compliance team to ensure all platform configurations, integrations, and data handling practices meet JLL's vendor risk standards.
Manage the relationship with Moveworks and 89 Solutions, including SOW adherence, milestone tracking, delivery quality, and scope change management.
Serve as an informed, engaged counterpart to Moveworks/ServiceNow on contract compliance, SLA performance, and escalations.
Partner with procurement and legal as needed to manage contract renewals, amendments, and commercial negotiations.