Product Specialist — Enterprise AI

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.   

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.

• 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

• 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

• 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

• 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

• 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

• 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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If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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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