Product Implementation Team Manager

Relha LLC; Denver, Northern (CO, KY); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

401(k) plan with matching company con·

Paid parental leave

Paid Time Off

Daily Pay

Job summary

JLL is seeking an experienced LeasingOS Implementation Manager to lead the LeasingOS support team, manage data entry and product support tickets, and drive operational excellence in a fast-paced environment.

The role emphasizes coaching, workflow design, performance metrics, and automation using AI to reduce resolution times, while collaborating with brokers and cross-functional teams.

Qualifications

• Bachelor’s degree or equivalent experience.
• 2+ years of people management experience leading customer support or tech support teams.
• Strong mentor with integrity, trustworthiness, and ability to earn team confidence.
• Able to learn a product deeply, teach it and troubleshoot complex data and product issues.
• Confident conducting customer calls and running product demos, with strong written and verbal communication.
• Proven track record of improving operational efficiency and implementing best practices.

Responsibilities

• Lead, mentor, and develop a team of support specialists
• Coach team to run product demos and broker calls
• Set workflows and metrics for team performance
• Drive automation and digital transformation efforts
• Foster collaboration and broker satisfaction
• Oversee end-to-end support ticket lifecycle
• Apply best practices for ticket categorization and escalation
• Log bugs and feature requests to product team
• Monitor queues and push process improvements
• Maintain deep LeasingOS product knowledge
• Join broker calls, demos, and set scope/timing
• Collaborate to resolve complex technical issues
• Document recurring issues to drive improvements
• Pursue AI automation to reduce repetitive work
• Analyze metrics and identify process opportunities
• Deliver regular performance and ticket-volume reports
• Partner with stakeholders on system enhancements
• Maintain documentation of support processes

Skills

Leadership

Customer support

Product demos

AI & automation

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

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.

LeasingOS Implementation Manager

About This Opportunity

LeasingOS is JLL’s tenant rep leasing technology product. JLL is seeking an experienced Manager to lead our dynamic LeasingOS support team, responsible for managing data entry support and product support tickets. This role is perfect for a hands-on leader who thrives in a fast-paced environment and is passionate about delivering exceptional service while driving operational excellence. This role is for a leader who stays current as tools and best practices evolve and is always looking for ways to automate and modernize how the team works.

What This Job Involves

Lead, mentor, and develop a team of support specialists

Coach the team to run product demos and handle broker interactions with confidence

Establish clear workflows and performance metrics to ensure optimal team performance

Encourage the team to explore new tools and take part in automation and digital-transformation efforts

Foster a collaborative team environment focused on continuous improvement and broker satisfaction

Support Operations Management

Oversee the end-to-end support ticket lifecycle

Implement best practices for ticket categorization, prioritization, and escalation procedures

Report bugs and enhancement requests to the product team, following through to resolution

Monitor support queue performance and implement process improvements to reduce resolution times

Technical Problem-Solving

Maintain deep, functional knowledge of the LeasingOS product and features so you can advise the team and answer broker questions accurately

Work directly with brokers: join calls, run product demos, troubleshoot live, and set clear expectations on scope and timing

Collaborate with cross-functional teams to resolve complex technical issues

Document and communicate recurring issues to drive product improvements and preventive solutions

Proactively look to automate manual, repetitive support work: applying AI and data-informed methods to resolve recurring issues at the root

Process Improvement & Reporting

Analyze support metrics and trends to identify opportunities for process optimization

Develop and deliver regular reporting on team performance, ticket volumes, and resolution rates

Partner with stakeholders to implement system enhancements, AI, and automation opportunities

Maintain comprehensive documentation of support processes and procedures

Required Qualifications

• Bachelor’s degree or equivalent experience
• 2+ years of people management experience leading customer support or tech support teams
• Strong mentor with integrity, trustworthiness, and ability to earn team confidence
• Able to learn a product deeply, teach it and troubleshoot complex data and product issues
• Confident conducting customer calls and running product demos, with strong written and verbal communication
• Proven track record of improving operational efficiency and implementing best practices

What We’re Looking For

• Skilled at adopting AI and automation tools to streamline support work, with a mindset of continuous learning as best practices change
• Passionate about delivering service and building a high-performing support team
• Strong follow-through and proactive communicator
• Ability to work effectively across multiple teams and stakeholder groups
• Thrives in a dynamic, fast-paced environment with changing priorities

This position does not provide visa sponsorship. Candidates must be authorized to work in the United States without sponsorship.

Estimated compensation for this position:

90,000.00 – 120,000.00 USD per year

This range is an estimate and actual compensation may differ. Final compensation packages are determined by various considerations including but not limited to candidate qualifications, location, market conditions, and internal considerations.

Location:

Remote –Albany, NY, Andover, MA, Atlanta, GA, Austin, TX, Baltimore, MD, Boston, MA, Charlotte, NC, Chicago, IL, Columbia, SC, Denver, CO, Hartford, CT, Houston, TX, Nashville, TN, Pensacola, FL, Tallahassee, FL, Washington, DC

Personalized benefits that support personal well-being and growth:

JLL recognizes the impact that the workplace can have on your wellness, so we offer a supportive culture and comprehensive benefits package that prioritizes mental, physical and emotional health. Some of these benefits may include:

• 401(k) plan with matching company contributions
• Paid parental leave at 100% of salary
• Paid Time Off and Company Holidays
• Early access to earned wages through Daily Pay

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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