Manager, Product Support

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 serve as the highest point of escalation support for our businesses and technology partners. As the Manager, Product Support, you will work as a liaison across technology partners to optimize the use of the technology suite. 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:

• Responsible for leading a strong functional team with a focus on building an efficient and collaborative team culture
• Maintains 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
• Manages day-to-day support operations, runs support stand ups, and serves as an escalation resource for supported products
• Responsible for ensuring seamless integration and coordination with Engineering, Disaster Recovery, Security, and other relevant partners to facilitate surveys, database updates, and related application actions for supported product(s)
• Accountable to application onboarding/off-boarding, rationalization planning, development of service tooling infrastructure, and associated workflows
• Driving application best practices across product stack; recommends where to consolidate or decommission applications and understands business justification for active applications
• Manages case workflows within and across JLL’s service tools, builds/reviews reports to identify trends across the portfolio of applications, educating partners and vendors on improvement focus areas
• Actively partners with the business, engineering, and vendor partners to build in-depth expertise of supported applications including core functionality, vendor roadmap, vendor release cycles, testing and outage protocols, enterprise hand-offs, and case insights
• Accountable for continuous improvement to the user-facing experience across JLLT’s technology for the business line
• Prepares application insights readout to vendor partners on volume and recurrence of issues across applications and recommends and manages improvements
• Continuously improving and informing knowledge management materials with business process framework
• Setting the groundwork for customer satisfaction and vendor benchmarking statistics; understands input metrics, levers, and stakeholders to improve and influence these scores
• Managing escalation support as required, and ensuring the “Best Team on the Field” resources are involved to solve issues and establish resolution; ensuring framework for hand-offs are clear and documented
• 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

• Empowers and enables the team to effectively carry out their responsibilities, ensuring alignment with strategic objectives and measurable outcomes, with a significant % of performance measured by the team’s collective results.
• Commitment to Excellence in user experience [providing proactive communication and resolution ownership]; going the extra mile is standard
• 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
• Audits and maintains 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 organizational skills and be able to balance roles to deliver across multiple priorities
• 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. This involves expertise in identifying root causes, analyzing log files, debugging errors, and applying appropriate fixes or workarounds.
• 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 platform - Service Cloud, Zendesk, Service Now or an equivalent system.
• Experience running Microsoft SQL Reporting Services (SRSS) reports, preferred.
• Understanding of web services (SOAP/REST) workflow, XML and XLST, 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 as well as dealing with internal and external customers, service providers, and vendors