Change Specialization Lead driving AI and ERP transformation strategies, commercialization, and adoption. Partnering with executive leaders to influence transformation and market growth.
About the role
- Support Team Lead managing the transition of AI support operations at JLL. Leading global teams to implement agentic workflows for AI-assisted support functions.
Responsibilities
- Own the roadmap for transitioning support from tiered ticket handling to an agentic platform where AI agents resolve the majority of Tier 0–1 volume autonomously
- Lead a global team of AI Product Specialists across AMER, EMEA, and APAC, maintaining quality while progressively shifting volume to agentic workflows
- Evaluate and implement agentic support tooling (auto-triage, auto-resolution, proactive issue detection) in partnership with Engineering
- Manage ServiceNow/ServiceCloud integration, JIRA bridge, Pendo in-app guidance, adoption dashboards, and vendor SLA enforcement for the Agentic platform relationship
- Translate support data and agent performance patterns into structured product feedback for Product Management and Engineering
- Build the upskilling program for the agentic transition: AI literacy, prompt engineering, agent evaluation, and technical troubleshooting for AI systems
- Present support operations performance and agentic transition progress to AI Leadership
Requirements
- 6–10 years in technical support operations, AI/ML operations, or platform engineering, with 3+ years of people management at scale
- Led at least one operational transformation that fundamentally changed how work gets done
- Working-level proficiency with generative AI: daily use of LLMs, ability to evaluate output quality, and informed opinions about where AI works and where it doesn't
- Experience operationalizing AI-powered automation (chatbots, intelligent routing, auto-resolution, or similar)
- Track record in matrixed, cross-functional environments with globally distributed teams
Benefits
- Health insurance
- Paid time off
- Professional development opportunities
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