Product Specialist

About the Role

The (P2) Product Specialist is an embedded expert within JLL's Leasing Technologies Group, supporting proprietary leasing platforms and enterprise AI tools across the entire leasing deal cycle. This role sits at the intersection of user experience, product quality, and technology adoption, providing product subject matter expertise and support insights to their technology partners, as well as participating in the improvement of our technology through product delivery processes. As AI capabilities become central to how JLL operates, this role also acts as a frontline champion for AI adoption, helping employees across the Leasing business line get real value from JLL's AI and proprietary tools and treating every user interaction as a signal that can make the platform better and drive JLL's innovation forward.

User-Facing Support & Resolution

• Serves as a primary point of contact for user support across supported products; manages investigations and back-end hand-offs to deliver one seamless resolution experience
• Performs defect reproduction and root cause analysis across product and AI-specific failure modes including response degradation and retrieval failures; escalates with documented reproduction steps and interaction logs
• Monitors integration touchpoints and escalates unexpected system behaviors following established protocols
• Delivers against support SLAs (CSAT, escalation rate, NPS) while owning AI output quality through knowledge management coverage and response accuracy standards

AI Adoption & Intelligent Tooling

• Orchestrates AI-powered workflows across supported products to accelerate case diagnosis, response drafting, and documentation
• Buils agentic support agents and AI-powered automations; maintains a living prompt library and supports users configuring citizen AI workflows
• Acts as a frontline champion for AI adoption, supporting engagement communities to drive real value across Leasing

Knowledge Management & Documentation

• Owns AI output quality within their product scope — maintaining knowledge management content to AI-ready standards, auditing AI-generated responses against source content, and remediating gaps through structured content updates
• Builds and maintains product playbooks, user guides, and self-service resources; keeps documentation current as products and tooling evolve
• Maintains in-depth product expertise across common cases, support workflows, core functionality, product roadmap, release cycles, and outage protocols

Product Feedback & Continuous Improvement

• Translates user feedback and support patterns into enhancement requests and defect reports for Product and Engineering teams — recognizing what generates tickets, not just closing them
• Recommends updates to support best practices to enable continuous improvement, user experience consistency, and accuracy in capturing relevant business data
• Supports custom reporting and data verification for ad hoc stakeholder requests