Key Responsibilities
Customer Complaint Management & Issue Resolution
Serve as the technical point of contact for customer-reported issues, bugs, and service disruptions related to the Project Intake platform.
Triage, diagnose, and resolve platform defects — performing root-cause analysis and implementing permanent fixes to prevent recurrence.
Maintain a structured issue-tracking workflow (using SIM, or equivalent ticketing systems) to ensure all customer complaints are logged, prioritized, and resolved within defined SLAs.
Analyze complaint trends and recurring issues to identify systemic platform weaknesses and inform the product improvement roadmap.
Communicate resolution timelines and status updates to affected customers and stakeholders in a clear, empathetic, and professional manner.
Feature Upgrades & Product Development
Own the product backlog for the Project Intake platform — gathering requirements from customers, intake coordinators, analysts, and leadership to prioritize feature enhancements.
Design, develop, test, and deploy new features and functionality that improve intake workflows, data capture accuracy, and user experience.
Leverage AI-enabled tools and platforms (e.g., Amazon Q, Amazon Quick Suite, internal ML/NLP solutions) to build intelligent automation into the intake product — including smart routing, auto-classification, and predictive triage capabilities.
Collaborate with UX/UI stakeholders to ensure feature designs are intuitive, accessible, and aligned with customer needs.
Conduct user acceptance testing (UAT) with key stakeholders and iterate based on feedback before production release.
Develop and maintain APIs and integrations that connect the intake platform with downstream project execution systems, reporting tools, and data warehouses.
Platform Maintenance & Reliability
Ensure the ongoing stability, performance, and security of the Project Intake platform through proactive monitoring, patching, and infrastructure management.
Manage platform deployments, version control, and release cycles — maintaining a clean CI/CD pipeline and minimizing downtime during updates.
Conduct regular code reviews, technical debt assessments, and performance optimization to maintain platform health and scalability.
Maintain comprehensive technical documentation — including system architecture diagrams, runbooks, deployment procedures, and configuration guides.
Implement and monitor data validation rules, error handling, and logging to ensure data integrity across the intake pipeline.
Establish and maintain disaster recovery procedures and backup protocols for platform data and configurations.
Change Communication & Customer Engagement
Develop and execute a structured change communication plan for all platform updates — including feature releases, bug fixes, scheduled maintenance, and deprecations.
Create clear, customer-facing release notes, knowledge base articles, FAQs, and training materials that explain what's changing, why, and how it impacts users.
Dashboard Development & Data Visualization
Design, build, and maintain interactive dashboards (using QuickSight, or similar tools) that provide real-time visibility into intake KPIs — including time-to-assignment, SLA adherence, request completion rates, routing accuracy, and workload distribution across AMER, EMEA, and APAC regions.
Develop self-service reporting solutions that enable stakeholders and leadership to explore intake data independently.
Create executive-ready visualizations and narratives that translate complex data into clear, compelling stories for D&C Project Controls leadership.
Continuously iterate on dashboard design based on user feedback, evolving business needs, and new data sources.
Data Analysis, Improvement & Insight Generation
Analyze intake data across project types (new construction, renovations, and small-scale projects) to identify volume trends, bottlenecks, cycle-time variances, and resource allocation patterns.
Proactively assess data quality and integrity — identifying inconsistencies, gaps, duplicates, and classification errors within intake datasets and recommending corrective actions.
Develop and implement data cleansing, standardization, and enrichment processes to improve the reliability and usability of intake data over time.
AI Tool Utilization & Automation
Leverage in-house AI tools and platforms (e.g., Amazon Q, Amazon Quick Suite, internal ML/NLP solutions) to automate request triage, classification, and preliminary routing recommendations.
Monitor and validate AI-triage output quality — flagging misclassifications, calibrating confidence thresholds, and providing feedback loops to improve model accuracy over time.
Design and implement AI-assisted workflows for document review, scope extraction, and compliance gap identification within intake submissions.
Process Optimization & Continuous Improvement
Use data analysis, customer feedback, and AI insights to identify inefficiencies in intake workflows and propose evidence-based improvements.
Develop and refine scoring models, routing criteria, and prioritization frameworks grounded in historical performance data.
Contribute to the establishment and monitoring of service level agreements (SLAs) and performance benchmarks.
Required Qualifications
Experience
4–6 years of experience in software development, platform engineering, or technical product management within corporate real estate, facilities management, design & construction, or professional services environments.
Proven track record of managing customer complaints and translating user feedback into product improvements.
Experience designing and building dashboards and performance reports that drive operational decision-making.
Proven track record of improving data quality and using data to drive process improvement and operational efficiency.
knowledge of Amazon BI tools, e.g. Quick Suite, internal NLP/ML platforms) strongly preferred.
Skills & Competencies
Software Development & Platform Management — Proficiency in one or more programming languages (e.g., Python, JavaScript/TypeScript, Java) with experience in web application development, API design, and database management (SQL, NoSQL).
Customer Issue Management — Experience using ticketing systems (SIM, Jira, ServiceNow, or equivalent) to triage, track, and resolve customer-reported issues within SLA targets.
Dashboard & Visualization Skills — Proven ability to design, build, and maintain dashboards and reports using tools such as QuickSight, Tableau, Power BI, or similar platforms. Ability to tell a data story through compelling visualizations.
AI & Automation Proficiency (Preferred) — Hands-on experience with AI-enabled tools, generative AI platforms, or machine learning applications in a business context. Familiarity with in-house AI tools (e.g., Amazon Q, Amazon Quick Suite, internal NLP/ML platforms) strongly preferred.
Personal Attributes
Customer-first mindset with a genuine commitment to resolving issues quickly and communicating transparently with stakeholders.
Ownership mentality — treats the platform as their product, proactively identifying and fixing problems before they escalate.
Adaptable and comfortable navigating ambiguity in a dynamic, fast-paced environment with an evolving product and technology landscape.
Location
On-site –San Jose,CRI
Job Tags
GREF
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!
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.
JLL Privacy Notice
Jones Lang LaSalle (JLL), together with its subsidiaries and affiliates, is a leading global provider of real estate and investment management services. We take our responsibility to protect the personal information provided to us seriously. Generally the personal information we collect from you are for the purposes of processing in connection with JLL’s recruitment process. We endeavour to keep your personal information secure with appropriate level of security and keep for as long as we need it for legitimate business or legal reasons. We will then delete it safely and securely.
For more information about how JLL processes your personal data, please view our Candidate Privacy Statement.
For additional details please see our career site pages for each country.
Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at HRSCLeaves@jll.com. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.
Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a HRSCLeaves@jll.com. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.
