JLL
Manager, Product Support
JLL, Chicago, Illinois, United States, 60290
The Manager, Product Support supports the Leasing and Capital Markets Technology Group by building foundational support processes, managing service and knowledge tool implementation, and providing relevant subject matter expertise to deliver high-quality product support and a frictionless user experience. You will work with product experts in JLL Technologies, internal and external users, and vendors across JLL's transactional businesses and be responsible for providing application subject matter expertise, building support technology process operations, and serving as the highest point of escalation support for our businesses and technology partners. A passion for people management is critical as the Product Support team is our pipeline of technology talent at JLL. Their goal is to create an environment where our product specialists are empowered to deliver amazing user experiences and actionable feedback to their technology partners in a way that accelerates our early career talent.
As a Manager, Product Support you will be responsible for: Leading a strong functional team and focusing on building an efficient and collaborative team culture. Maintaining in-depth expertise of supported product including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners. Leading the development and implementation of strategic initiatives utilizing Generative AI, specifically JLL GPT, to drive innovation, optimize workflows, and create efficiencies throughout the organization. Ensuring seamless integration and coordination with Engineering, Disaster Recovery, Security, and other relevant partners to facilitate various surveys, database updates, and any related application actions related to the supported product. Managing day-to-day support operations, running support stand ups, prioritizing escalations, and serving as escalation support management for supported products. Accountable for application onboarding/off-boarding and rationalization planning. Setting up Service Tooling and knowledge management infrastructure and processes for application onboarding/offboarding. Driving application best practices across the portfolio, recommending where to consolidate or decommission applications. Managing case workflows within and across JLL's service tools, building/reviewing reports to identify trends across the portfolio of applications, educating partners and vendors on improvement focus areas. Accountable for continuous improvement to the user-facing experience across JLLT's technology for the business line. Preparing application insights readout to vendor partners on volume and recurrence of issues across applications and recommending and managing improvements. Continuously improving and informing knowledge management materials with business process framework. Setting the groundwork for customer satisfaction and vendor benchmarking statistics. Managing escalation support as required, ensuring the "Best Team on the Field" resources are involved to solve issues and establish resolution. Ensuring central and comprehensive documentation of issues/resolutions to ensure a consistent experience for users and a repeatable playbook for the support team. Leveraging company knowledge sharing platforms, protocols and apps to stay current on internal technology.
PEOPLE SKILLS Empowering and enabling the team to effectively carry out their responsibilities, ensuring alignment with strategic objectives and measurable outcomes. Commitment to Excellence in user experience, providing proactive communication and resolution ownership. Excellent interpersonal, communication, problem-solving and organization skills. Drive to simplify the complex and balance short-term tactical solutions with long-term strategy in mind. Auditing and maintaining business application best practices to ensure efficiency and accuracy in the capture of relevant business line data of the product supported. Strong organizational skills to uphold swift response times as required by the users of the supported product. Ability to work independently, unsupervised, and as a team player. Proficiency in managing remote teams and coordinating projects/resources across different time zones. Comfortable holding team members accountable to a standard of excellence in end-user engagement. Ability to set clear expectations and team goals, prioritize escalations, and remove blockers for the team. Strong relationship building and problem-solving skills, with a firm grasp of team morale and cultural dynamics. Ability to balance delegation and execution, with a commitment to mentor and develop staff along their career paths. Strong user experience focus with a demonstrated ability to work seamlessly with business users and technical team.
QUALIFICATIONS Ability to translate complex technical concepts and terminology to facilitate effective communication with non-technical partners. Knowledge of systems architecture, dependencies, and functionalities. Proficiency in diagnosing and resolving technical issues related to the applications being supported. Strong troubleshooting skills with the ability to effectively and accurately diagnose technical issues for web platform systems. Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook, Visio). Willingness and ability to learn new or tangential technology products to supported product(s) (i.e., Tableau CRM). Knowledge of Azure DevOps/Jira and Salesforce is preferred. Knowledge of Service Tooling platforms - Service Cloud, Zendesk, Service Now or an equivalent system. Experience running Microsoft SQL Reporting Services (SRSS) reports is preferred. Understanding of web services (SOAP/REST) workflow, XML and XLST is preferred. Experience with TeamViewer and Microsoft Teams for remote troubleshooting.
EXPERIENCE Combined 3+ years of management experience and business line expertise. 2-3 years of Product or Application Support Experience. Commitment to continuing education in people management and DEI (Diversity, Equity, Inclusion). Experience working in large global organizations with geographically dispersed teams and complex technical environments.
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As a Manager, Product Support you will be responsible for: Leading a strong functional team and focusing on building an efficient and collaborative team culture. Maintaining in-depth expertise of supported product including core functionality, the product roadmap, release cycles, UAT testing and outage protocols, engineering hand-offs, and case workflows to accelerate feedback loops to business and technology partners. Leading the development and implementation of strategic initiatives utilizing Generative AI, specifically JLL GPT, to drive innovation, optimize workflows, and create efficiencies throughout the organization. Ensuring seamless integration and coordination with Engineering, Disaster Recovery, Security, and other relevant partners to facilitate various surveys, database updates, and any related application actions related to the supported product. Managing day-to-day support operations, running support stand ups, prioritizing escalations, and serving as escalation support management for supported products. Accountable for application onboarding/off-boarding and rationalization planning. Setting up Service Tooling and knowledge management infrastructure and processes for application onboarding/offboarding. Driving application best practices across the portfolio, recommending where to consolidate or decommission applications. Managing case workflows within and across JLL's service tools, building/reviewing reports to identify trends across the portfolio of applications, educating partners and vendors on improvement focus areas. Accountable for continuous improvement to the user-facing experience across JLLT's technology for the business line. Preparing application insights readout to vendor partners on volume and recurrence of issues across applications and recommending and managing improvements. Continuously improving and informing knowledge management materials with business process framework. Setting the groundwork for customer satisfaction and vendor benchmarking statistics. Managing escalation support as required, ensuring the "Best Team on the Field" resources are involved to solve issues and establish resolution. Ensuring central and comprehensive documentation of issues/resolutions to ensure a consistent experience for users and a repeatable playbook for the support team. Leveraging company knowledge sharing platforms, protocols and apps to stay current on internal technology.
PEOPLE SKILLS Empowering and enabling the team to effectively carry out their responsibilities, ensuring alignment with strategic objectives and measurable outcomes. Commitment to Excellence in user experience, providing proactive communication and resolution ownership. Excellent interpersonal, communication, problem-solving and organization skills. Drive to simplify the complex and balance short-term tactical solutions with long-term strategy in mind. Auditing and maintaining business application best practices to ensure efficiency and accuracy in the capture of relevant business line data of the product supported. Strong organizational skills to uphold swift response times as required by the users of the supported product. Ability to work independently, unsupervised, and as a team player. Proficiency in managing remote teams and coordinating projects/resources across different time zones. Comfortable holding team members accountable to a standard of excellence in end-user engagement. Ability to set clear expectations and team goals, prioritize escalations, and remove blockers for the team. Strong relationship building and problem-solving skills, with a firm grasp of team morale and cultural dynamics. Ability to balance delegation and execution, with a commitment to mentor and develop staff along their career paths. Strong user experience focus with a demonstrated ability to work seamlessly with business users and technical team.
QUALIFICATIONS Ability to translate complex technical concepts and terminology to facilitate effective communication with non-technical partners. Knowledge of systems architecture, dependencies, and functionalities. Proficiency in diagnosing and resolving technical issues related to the applications being supported. Strong troubleshooting skills with the ability to effectively and accurately diagnose technical issues for web platform systems. Advanced knowledge of Microsoft Office Suite (Word, Excel, Outlook, Visio). Willingness and ability to learn new or tangential technology products to supported product(s) (i.e., Tableau CRM). Knowledge of Azure DevOps/Jira and Salesforce is preferred. Knowledge of Service Tooling platforms - Service Cloud, Zendesk, Service Now or an equivalent system. Experience running Microsoft SQL Reporting Services (SRSS) reports is preferred. Understanding of web services (SOAP/REST) workflow, XML and XLST is preferred. Experience with TeamViewer and Microsoft Teams for remote troubleshooting.
EXPERIENCE Combined 3+ years of management experience and business line expertise. 2-3 years of Product or Application Support Experience. Commitment to continuing education in people management and DEI (Diversity, Equity, Inclusion). Experience working in large global organizations with geographically dispersed teams and complex technical environments.
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