JLL
Product Specialist — Enterprise AI
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About The Role
The Product Specialist is an embedded expert within JLL's Enterprise AI team, supporting AI products and platforms that serve the entire organization. This role sits at the intersection of user experience, product quality, and AI adoption — helping employees across every business line get real value from JLL's AI tools. Beyond resolving issues, this person shapes how AI products are understood, used, and improved at scale. The ideal candidate combines strong support instincts with genuine curiosity about AI — and sees every user interaction as a signal that can make the platform better.
What You'll Do
AI Product Support & Resolution:
- Build and leverage AI tools including JLL GPT and Custom Assistants to accelerate diagnosis, response drafting, and case documentation
- Build and maintain prompt libraries and AI-assisted workflows that reduce handle time and increase consistency
Adoption & User Enablement:
- Create user guides, onboarding materials, and self-service resources reflecting current AI capabilities
- Act as a frontline champion for AI adoption — supporting engagement communities and the AI Champions network
- Contribute directly to product metrics including adoption, NPS, and engagement alongside support SLAs
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Product Partnership & Continuous Improvement:
- Translate user feedback and support patterns into enhancement requests and defect reports for Product and Engineering
- Participate in UAT cycles with a focus on real-world usability, edge cases, and AI interaction quality
- Maintain deep knowledge of supported AI products: functionality, roadmap, release cycles, integrations, and escalation protocols
- Recommend process improvements that reduce ticket volume, improve resolution quality, and scale support through automation
Knowledge Management:
- Build and maintain a knowledge base covering AI product functionality, common use cases, and support workflows
- Use AI tools to keep documentation accurate, accessible, and useful as products evolve
- Support custom reporting and data verification for ad hoc stakeholder requests
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What You Bring
Experience:
- 2–4 years in product support, product operations, or a closely related role — enterprise platform experience preferred
- Hands-on experience with generative AI tools, including prompt building and AI-assisted workflows — required
- Exposure to large, matrixed organizations; experience navigating cross-functional stakeholders is a plus
Skills & Mindset:
- Clear, confident communicator who can translate between technical and non-technical audiences at all levels
- Customer-first orientation with documented examples of high-quality support delivery
- Pattern recognition instincts — you notice what's generating tickets, not just close them
- Self-directed and organized, comfortable managing competing priorities in a fast-moving environment
- Enthusiastic about AI and committed to continuous learning as tooling evolves
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