Staff Product Manager, Moveworks Platform

About The Role

JLL is investing in the transformation of how corporate functions — HR, IT, Finance, Legal, Marketing, Research, and Sourcing & Procurement — deliver support to our global workforce. At the center of that transformation is Moveworks (a ServiceNow company), an enterprise-grade AI platform that will serve as JLL’s digital front door. As Product Manager, Moveworks Platform, you will own the product strategy, use case roadmap, and day-to-day execution of the Moveworks deployment across JLL.

You will sit at the intersection of AI technology, enterprise systems, and organizational change — partnering with business leaders across corporate functions and with our implementation partner, 89 Solutions, to deliver measurable deflection, automation, and employee experience improvements at scale. This is a high-visibility, high-impact role. You will work directly with the VP of AI & Platform Technology Enablement and engage senior stakeholders across JLLT and JLL Business Services.

What You Will Do

• Platform Strategy & Roadmap
  • Own the end-to-end product roadmap for the Moveworks platform, balancing near-term delivery commitments with long-term capability vision across all in-scope corporate functions.
  • Define and prioritize use cases across L0 (knowledge self-service) and L1 (assisted resolution and agentic workflows), aligned to JLL's Accelerate 2030 strategy and benefit realization goals.
  • Lead intake and rationalization of use case requests from IT, HR, Finance, Legal, Marketing, Research, and Sourcing & Procurement stakeholders.
  • Develop and maintain a benefits realization framework that tracks deflection rates, FTE redeployment targets, employee satisfaction, and cost avoidance across the platform.
  • Systematically identify and address knowledge gaps by analyzing top unanswered questions and user feedback, partnering with subject matter experts to the AI’s knowledge base.
• Delivery & Platform Operations
  • Drive the implementation of Agent Studio use cases across internal engineering teams and our managed services provider.
  • Own the configuration and governance of the AskJLL bot, including knowledge base quality, connector strategy (ServiceNow, Workday, SharePoint), and Smart Handoff workflows for unresolved queries.
  • Maintain a close working relationship with the Enterprise Services Management team to stay ahead of platform releases, new capabilities, and roadmap alignment opportunities.
  • Build data-driven business cases for developing new automation workflows (e.g., software provisioning, access requests) by quantifying the impact of the move common manually-handled service requests.
• Stakeholder Management & Governance
  • Serve as the primary product point of contact for corporate function technology leads and business owners across the Moveworks program.
  • Partner with JLL Business Services (JBS) on workflow automation via Mendix and workforce redeployment planning tied to automation milestones, ensuring commitments are tracked and communicated accurately.
  • Facilitate regular governance forums, steering updates, and product reviews with JLLT and CFT leadership.
  • Coordinate with the enterprise AI risk and compliance team to ensure all platform configurations, integrations, and data handling practices meet JLL's vendor risk standards.
• Vendor & Contract Management
  • Manage the relationship with Moveworks and 89 Solutions, including SOW adherence, milestone tracking, delivery quality, and scope change management.
  • Serve as an informed, engaged counterpart to Moveworks/ServiceNow on contract compliance, SLA performance, and escalations.
  • Partner with procurement and legal as needed to manage contract renewals, amendments, and commercial negotiations.

What You Bring

• Required
  • 5–8 years of product management experience, with at least 3 years working on enterprise SaaS, AI/automation, or digital workplace platforms.
  • Demonstrated experience managing complex, cross-functional platform deployments — not just roadmap documentation, but hands-on delivery ownership.
  • Strong command of enterprise system integrations; experience with ServiceNow, Workday, or similar HRSM/ITSM platforms is highly valued.
  • Proven ability to manage external implementation partners and hold vendors accountable to quality and schedule commitments.
  • Excellent stakeholder communication skills — comfortable presenting to VP- and C-suite-level audiences, and equally effective working at the operational level with engineers and system administrators.
  • Experience translating business requirements from non-technical stakeholders into clear, actionable product specifications.
  • Strong analytical instincts with the ability to define and track meaningful KPIs for AI/automation programs.
• PREFERRED
  • Familiarity with conversational AI, virtual assistant, or AI agent platforms (Moveworks, ServiceNow Virtual Agent, Microsoft Copilot, or equivalent).
  • Experience with knowledge management programs and content governance at enterprise scale.
  • Background in HR technology, IT service management, or shared services transformation.
  • Exposure to enterprise change management and workforce enablement practices.
  • MBA or equivalent graduate education is a plus, not a requirement.