Lead, Product Specialist

Partnering with product leaders and trainers to prepare team members and users for post-stabilization of strategic product deployments.

The Lead, Product Specialist supports the Product Operations team in building and supporting a high-performing product specialist team across a strategic product in our JLL/T Core Product organization. You will be responsible for ensuring the Product Specialist team is providing comprehensive product subject matter expertise, cohesive technology operations support, and high-quality of care for end users of a strategic product within JLLT Core, which encompasses JLL’s entire $18B business. The Lead, Product Specialist works within a strategic product supporting a specific revenue generating business line or core function to standardize the quality of care, a robust support knowledge base, and full end to end subject matter expertise. Additionally, they will work across various teams within Core to deliver a seamless experience from UI interaction, to deployments and end-user training.

WHAT THIS ROLE INVOLVES
As a Lead, Product Specialist you will be responsible for:
Partnering with product leaders and trainers to prepare team members and users for post-stabilization of strategic product deployments
Delegates work items through daily support calls, prioritizes escalations, and serves as escalation support management for supported products; involves the “Best Team on the Field” resources to solve and establish closure for the end user
Projects commitment to growing the product specialist team’s knowledge of how business functions, best practices in processes, and how workflows align to the use of the supported product, inclusive of comprehensive training materials
Manages and influences benchmarking statistics to improve case volume, resolution speed, data integrity, escalation resolution, customer satisfaction, and product adoption
Responsible for leading a strong functional team and focuses on building an efficient team culture
Maintains in-depth expertise of supported product, including core functionality, product roadmap, delivery POCs, release cycles, UAT testing protocols (product dependent), outage and communication protocols, engineering and change management touchpoints/hand-offs, and case queue workflows
Oversees gap analysis/evaluation for case queue and end user knowledge base to identify key training for improvement; collaborates with change management to execute training plan
Leads creation, management, and oversight of integration touchpoint controls, inclusive of working with engineering and product to form and execute against controls
Defines, outlines and audits comprehensive documentation of issue resolution to ensure a consistent experience for end users
Upholds and share business application best practices to ensure efficiency and accuracy in the capture of relevant business line data of the product supported
Any and all other duties and tasks assigned

Soft Skills
Commitment to holding the product specialists to a standard of excellence in customer care and business support
Ability to set clear expectations and team goals, prioritize escalations, and remove blockers for team
Strong relationship building and problem-solving skills and firm grasp on team morale and cultural dynamics
Ability to balance delegation and execution, commitment to mentor and grow team members along development paths


QUALIFICATIONS
Subject Matter Expert and relevant Industry/Business expertise
Knowledge of Microsoft office (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, ServiceNow, and Salesforce is preferred
Product System Admin Certification, where applicable


Education
Undergraduate degree in a related field (i.e. Finance, Real Estate, Data, Customer Service, Product)
2+ years of management experience in customer support
3+ years of experience in supported product; less years acceptable with an accompanied recommendation