Program Manager, Digital Operations
 JLL | |
 United States, California, Mountain View | |
 Sep 24, 2024 | |
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As a Program Manager, Digital Operations you build and maintain the tools and applications that create actionable insights for JLL's Facility Operations Response Team (FORT).
You will be expected to lead the development and implementation of new tools that: Help the FORT maintain real-time situation awareness of all active field activities. Automated monitoring of alarm channels for critical notifications that require triage and response/dispatch. Analyze data and provide metrics related to FORT performance to identify trends and areas for improvement. Explore the application of advanced analytics (including ML-based solutions) to predictive insights to the FORT ahead of critical failures. You must be ready to rapidly learn and adapt to new technologies and build processes to support centralized monitoring of operations across the many distinctive buildings in the client portfolio. You help build a data-driven culture, drive continuous improvement, and identify opportunities for growth. You are a cross-functional leader that is infinitely curious and has a passion to learn. You will work closely with teams of talented call center coordinators, field technicians, software engineers, and machine learning scientists to find novel and impactful approaches for leveraging the ever expanding data sets available from the built environment. You are a creative problem solver ready to make a positive impact on the most pressing challenges we face each day. You have a user-experience mindset and will seek out and welcome iterative feedback. You work with JLL teams to introduce, implement, and iterate on the best practices in ongoing building operations and wellbeing. You use your interpersonal skills to enable greater adoption and utilization of tools and processes you help create. You will be a key contributor to the JLL Hard Services roadmap including defining the high level design specifications, execution of the technical roadmap, and providing data driven feedback from proof of concept, pilot, and production level implementations. You can use dashboards, decks, and/or data audits to nudge key decision makers with actionable and easily understandable information. You will have an eye on solving the macro business problems that will help keep JLL several steps ahead of the curve. You have a deep reservoir of experience and can anticipate and identify issues that the built environment will present when performing projects of all scales. Responsibilities Act as a liaison between the JLL Hard Services and various stakeholders, including IFM, JLL COE and JLL Technologies stakeholders to implement technology initiatives that enhance the efficiency of engineering, maintenance, and facility management processes. Identify opportunities for process improvement and develop strategies to streamline FORT operations while enhancing the quality of support provided. Implement quality assurance programs, including monitoring of alarm, work order and incident report workflows, to ensure adherence to best practices and service standards in the handling of maintenance and property-related inquiries. Drive Standard Work excellence across entities. Ensure a customer-centered approach in addressing engineering and facility-related requests, emphasizing teamwork, professionalism, and responsiveness. Help create performance metrics, baselines, and targets to drive improvement programs and risk management around FORT incident response. Implement solutions to monitor integrations and maintain data quality for critical data sources to ensure FORT technologies and systems are effective and reliable Collaborate to resolve technical issues that come up across platforms, and effectively document issues/solutions as they are encountered, developing a shared knowledge base among internal teams and external consultants. Generate and continuously maintain reporting status for respective projects, reporting to upper management as necessary Required Skills And Qualification Bachelor's Degree preferred Domain knowledge in the facilities management, call center operation, and building systems with substantial experience with MEP and building automation systems Previous managing and administering the Corrigo/CMMS work order applications An analytical mindset, able to break down large problems, develop approaches and solutions, even under the constraints of partial or ambiguous information Provide a high standard of technical communication - both verbal and written - that can simplify complex technical issues Demonstrated passion for continuous improvement Experience managing project teams and taking the lead on interfacing with multiple stakeholders and multiple priorities in a fast-paced environment Self-motivated with a high degree of honesty, ethics, and passionate about putting out the absolute best work | |