Role Description Own a product. Know your customers. Drive outcomes. This is a product ownership role, not a feature-shipping role. You'll own one of our association management systems end to end — its roadmap, its retention numbers, its NPS, its renewal rate, and its standing with the customers who depend on it. You'll know your top accounts by name. You'll know which features matter and which were a misread. You'll know exactly what your moveable middle needs to become promoters, and you'll spend your time getting them there. Key metrics: GRR & NRR (retention scoreboard), NPS (especially in the moveable middle, scores 4–8), and CSAT (per-release and per-touchpoint). If your customers don't renew and don't refer, the rest doesn't matter. This role is for someone who would rather ship one thing that moves a number than ship five things that don't. Qualifications - 3–6+ years in product management, ideally in B2B SaaS with a customer-facing product. - Experience owning a P&L-adjacent product (one with retention and growth numbers attached to it) is a strong plus. - A track record of moving the numbers that matter: Retention, NPS, CSAT, expansion. - Excellent product judgment. - Customer obsession in practice. - Strong communication skills. Requirements - You're at L2 on the AI fluency ladder today. - You use AI tools daily for analysis, drafting, prototyping, summarization, and research. - You prototype with AI before you spec. - You're current with changes in PM practice over the last 18 months. - You're not afraid of the technical depth. Benefits - Strong design and data partnership. - An AI-forward CPO. - Dedicated engineering. - A CS team set up for success. - Access to upskilling through Reforge and our internal Catalyst program. - A customer base that genuinely loves the product. How We’ll Evaluate You - 30% — Customer outcomes: Retention, satisfaction, expansion. - 25% — Product judgment: What you chose to build, what you chose to cut, and how well you defended both. - 20% — Customer-centric: Continuous customer research. - 15% — AI fluency: Using AI to prototype, analyze, draft, and research. - 10% — Collaboration: Working without handoffs. Signals We Look For - You can name your top 10 customers, what they care about, and what they'd want you to fix tomorrow. - You've owned a number — retention, NPS, expansion, activation — and moved it. - You've killed a feature that wasn't working, even when it was politically hard. - You've used AI to put a working prototype in front of a customer or engineer. - You're allergic to feature factories. - You make CS, Support, and Sales better at their jobs by being on the team. How to Apply Help us power the mission. If owning a product, knowing your customers, and being measured on outcomes sounds like the work you've been waiting to do — we want to hear from you. Send a resume and a short note on a customer outcome you're proud of.

• Production Support serves as a critical specialist for JLL's PeopleSoft 9.2 Financial Management platform • Ensure seamless business continuity through proactive system monitoring, rapid issue resolution, and support for financial processes • Maintain exceptional system reliability while serving as the primary technical liaison between IT and finance teams • Analyse and resolve complex production issues within PeopleSoft Financial Modules • Proactively monitor system performance, data integrity, and user experience • Respond to user-reported issues and coordinate with technical teams for resolution • Review, test, and implement system configuration changes • Create and maintain comprehensive functional specifications and system documentation • Provide expert-level support to business users and create training materials.

• Bridge business and technical strategy, requiring deep architectural and systems expertise • Transform customer-focused goals into achievable outcomes • Deliver value incrementally • Support internal teams, developers, and stakeholders • Scale systems to meet evolving product needs • Define long-term objectives for essential system components • Address technical debt effectively

• Roadmap Execution & Delivery: Partner closely with the Director of Product and our senior PM to execute the product line roadmap. • Own daily execution: discovery, story writing, sprint planning, acceptance criteria, and validation. • Ship clean, on time, and with quality. • Resident Experience Mindset: Bring a consumer-PM sensibility to your work — care about UX quality, engagement, friction, and behavior change. • Help hold the line on the resident experience while delivering features the municipal buyer needs (configurability, reporting, compliance). • Cross-Product Collaboration: Contribute to integration work between Customer Engagement and the broader Routeware platform. • Partner with PMs on adjacent product lines as we work toward a more unified portfolio. • Distributed Delivery & Engineering Partnership: Work effectively with a distributed engineering team that includes offshore developers. • Write specs that don’t require a hallway conversation to interpret. • Run sprint ceremonies in an async-friendly way. • AI Feature Delivery: Help identify, scope, and ship AI-powered capabilities in the resident journey — smarter search, conversational sorting guidance, personalized education, contamination reduction. • Launch & Adoption: Partner with Marketing, CS, and Support on go-to-market — release readiness, internal enablement, customer comms, and adoption tracking after launch. • Voice of Customer & Measurement: Stay close to Support and Customer Success — triage escalations, feed real-world signal back into the roadmap, and track KPIs for your scope (adoption, engagement, education effectiveness).