Lead Product Operations Specialist

JLL; Philippines; On-site; PHP 1,200,000 - 2,000,000; Full time

Job summary

Jones Lang LaSalle (JLL) in Makati, Philippines, is seeking a Lead Product Operations Specialist to drive a fast, efficient support process and own day-to-day operations for a portfolio of technology products. The role emphasizes mentorship, AI-driven process improvements, and collaboration with engineering and product teams.

The ideal candidate will have 10+ years in tech product support, strong diagnostic and communication skills, and a track record of influencing process improvements across

Qualifications

• Experience with complex, data-heavy enterprise applications
• Mentoring peers and guiding projects, even without formal management
• Ability to translate technical concepts for non-technical partners
• Proven ability to influence change to optimize processes
• Strong diagnostic skills and issue resolution capabilities
• Willingness to learn new or tangential tech products

Responsibilities

• Drive a fast, efficient support process with a user-first mindset
• Maintain deep product expertise including roadmap, releases, and workflows
• Lead AI-driven initiatives to improve workflows and adoption
• Own day-to-day support operations and champion escalation management
• Develop training materials and grow peers' knowledge of operations
• Coordinate UAT and release notes and measure deployment feedback
• Create benchmarking and reporting to improve case metrics and satisfaction
• Partner with Product Management to inform roadmap and priorities
• Support cross-timezone users and plan for future headcount growth

Skills

Systems architecture

Mentoring peers

Stakeholder management

Process optimization

Technical escalation

Generative AI (JLL GPT)

Product knowledge

Communication

Time-zone coordination

Problem solving

Tools

Azure DevOps

Salesforce

ServiceCloud

Microsoft Office Suite

Tableau CRM

Job description

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 peopleand 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
• 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

JLL Privacy Notice

Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.

For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.

For additional details please see our career site pages for each country.

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]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page.