Senior Product Specialist

Jones Lang LaSalle Americas, Inc.

Senior Product Specialist working with JLL’s Leasing technology group to deliver enablement programs. Responsible for driving adoption and supporting operations for Leasing’s proprietary and AI tools.

Posted 6/9/2026full-timeRemote • Illinois • 🇺🇸 United StatesSenior💰 $93,000 - $125,000 per yearWebsite

Tech Stack

Tools & technologies

AzureCloudServiceNow

About the role

Key responsibilities & impact

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
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
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
Actively use Leasing’s proprietary and AI tools across the product lifecycle to optimize workflows, drive strategies, and improve execution
Track and report on adoption metrics (Active users, CSAT, engagement scores, case trends)
Maintain data best practices to ensure accuracy and integrity within supported products

Requirements

What you’ll need

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
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)

Benefits

Comp & perks

401(k) plan with matching company contributions
Comprehensive Medical, Dental & Vision Care
Paid parental leave at 100% of salary
Paid Time Off and Company Holidays
Early access to earned wages through Daily Pay

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

defect reproductionroot cause analysisUAT testingchange managementdata analyticsknowledge base managementAI support agent managementautomation configurationproduct lifecycle optimizationadoption metrics tracking

Soft Skills

communicationprioritizationstakeholder engagementuser experience focustraining developmentfeedback facilitationissue resolutionteam leadershipprocess improvementuser engagement