Manager, Product Support
About The Role
The Product Operations Manager sits within the Product Support organization and serves as a senior individual contributor and technical escalation point for a suite of technology products within a dedicated JLL business line. This role sets the standard for service tooling best practices, enhances the support knowledge base, and drives operational excellence across the support function. A passion for developing others is important: while the role has no direct reports on day one, it carries an expectation of informal mentorship of peer specialists and is positioned to grow into formal people leadership as the team scales. The role identifies and prioritizes continuous improvement initiatives in collaboration with peers to drive enhancements across the organization.
Description
As a Product Operations Manager, you will be responsible for:
- Driving a fast, effective, and efficient support process with a user-first mindset
- Maintaining in-depth expertise of supported product(s) 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. Actively seeks opportunities to scale AI applications within the team
- Owning day-to-day support operations, running support stand-ups, providing case feedback, adjusting priorities, and serving as the senior escalation point for supported products
- Growing peers' knowledge of business operations, procedural best practices, and how support workflows align to the use of our product(s), including developing comprehensive training materials
- Preparing peer specialists and users for product deployments, including coordinating UAT testing protocols, contributing to release notes, and measuring deployment feedback through case analysis
- Creating, monitoring and managing benchmarking and reporting statistics to improve case volume, resolution speed, support data integrity, escalation resolution, customer satisfaction, and product adoption
- Overseeing gap analysis/evaluation for case queue and end-user knowledge base to identify key training for adoption improvement
- Analyzing recurring issues and user feedback to identify trends, and channeling those insights to the Product Management team to inform roadmap and prioritization decisions
- Supporting the creation of go-to-market materials and user training content to drive awareness and adoption of technology tools
- Leading creation, management, and oversight of integration touchpoint controls, inclusive of working with engineering and product to form and execute against controls
- Defining, outlining, and auditing comprehensive documentation of issue resolution to ensure consistent experience for end users
- Managing service tool onboarding, improvement, and off-boarding for the product portfolio
- Straddling time zones to support users in multiple locations and working weekends as needed to support product releases
- Partnering closely with the future manager of this function on team structure and process as headcount is built out, with an expectation of growing into a formal people-leadership role
Qualifications / Experience
- Knowledge of systems architecture, dependencies, and functionalities
- Past experience with supporting complex, data-heavy enterprise applications with internal users
- Experience mentoring peers, leading project work, or informally guiding a team, even without formal management authority
- Proven ability to influence and implement change to optimize and improve processes and outcomes
- Ability to translate complex technical concepts and terminology to facilitate effective communication with non-technical partners
- 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
- Subject Matter Expert and relevant real estate industry exposure is a plus
- 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, ServiceCloud, and Salesforce is preferred
- 10+ years of Tech Products/Application Support experience
- Commitment to continuing education in DEI (Diversity, Equity, Inclusion)
Soft Skills
- Informally guides and enables peer specialists 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; going the extra mile is standard
- Self-starter with excellent interpersonal, communication, problem-solving, and organization skills
- Drive to simplify complexities 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
- Experience collaborating across remote, distributed teams and coordinating projects/resources across different time zones
- Comfortable holding self and peers accountable to a standard of excellence in end-user engagement
- Ability to set clear expectations, prioritize escalations, and remove blockers for stakeholders and peers
- Strong relationship-building and problem-solving skills, with a firm grasp of team morale and cultural dynamics
- Readiness to grow into people leadership, including mentoring and developing others along their career paths, as the team scales
