Implementation Manager Jobs in West Springfield, MA

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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

Team Leadership & Management

• 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

Sound Like You?

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:

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:

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

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

• 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

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'repursuing.

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