Note: The job is a remote job and is open to candidates in USA. JLL provides real estate services, advisory, and technology solutions for its clients. The LeasingOS Implementation Manager leads the support team for JLL’s tenant representative leasing technology product, overseeing team development, support operations, broker interactions, technical problem-solving, reporting, and process improvement. The role also drives automation, AI adoption, and operational excellence.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
- Candidates must be authorized to work in the United States without sponsorship
Benefits
- 401(k) plan with matching company contributions
- Comprehensive Medical, Dental & Vision Care
- Paid parental leave at 100% of salary
- Paid Time Off and Company Holidays
- Early access to earned wages through Daily Pay
Company Overview