Lead Product Operations Specialist

Jones Lang LaSalle Incorporated; Hinoba-an; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Jones Lang LaSalle Incorporated (JLL) is seeking a Lead Product Operations Specialist to drive fast, world-class support for a suite of technology products. The role emphasizes mentoring peers, owning key processes, and partnering with Product Management to scale AI-enabled workflows.

You will work on-site in Makati, collaborating with engineering, product and sales teams while enabling adoption through training materials and go-to-market assets.

Qualifications

• 10+ years of Tech Products/Application Support experience.
• Experience mentoring peers or guiding projects, even without formal management authority.
• Ability to influence and implement process changes to improve outcomes.
• Ability to translate complex technical concepts for non-technical partners.
• Experience diagnosing and resolving technical issues across applications.

Responsibilities

• Drive a fast, effective, user-first support process across products.
• Maintain expertise on supported product functionality, roadmap, releases, and outage protocols.
• Lead strategic initiatives using Generative AI, particularly JLL GPT, to improve workflows.
• Own day-to-day support operations and act as senior escalation for products.
• Develop training materials and knowledge base to scale adoption and improve customer satisfaction.

Skills

Mentoring peers

Change management

Technical communication

Generative AI knowledge

Cross-functional collaboration

Problem solving

Tools

Azure DevOps

ServiceCloud

Salesforce

Tableau CRM

Microsoft Office

Job description

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

Lead Product Operations Specialist

About the role

The Lead Product Operations Specialist 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 Lead Product Operations Specialist, 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

• 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

Location: On‑site – Makati, Philippines

Jones Lang LaSalle ( “JLL” ) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.

If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail].

At JLL, we give you the opportunity, knowledge and tools to own your success, because we value what makes each of us unique. We help our people thrive, grow meaningful careers and find a place where they belong. Together, we strive to be exceptional and shape a better world.

For over 200 years, JLL (NYSE: JLL), a leading global commercial real estate and investment management company, has helped clients buy, build, occupy, manage and invest in a variety of commercial, industrial, hotel, residential and retail properties. A Fortune 500® company with operations in over 80 countries around the world, our employees bring the power of a global platform combined with local expertise. Driven by our purpose to shape the future of real estate for a better world, we help our clients, people and communities SEE A BRIGHTER WAYSM. JLL is the brand name, and a registered trademark, of Jones Lang LaSalle Incorporated.

For further information, visit jll.com.