Mgr, Customer Experience & Operational Excellence
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Job Location:
Monthly Salary:
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Date Posted:
Country:
SingaporeLocation:
8 Kallang Avenue #07-01/09 Aperia Tower 1 SingaporeJob Overview:
Lead the digital transformation of OtisLine and OtisOne in Singapore. This role is pivotal in ensuring successful adoption change management and process optimization as we integrate OtisLine into the OtisOne ecosystemwhile driving productivity and elevating customer satisfaction.
Key Responsibilities:
Technology Leadership: Develop the structure and process to leverage on OtisOne data analytic capabilities to better serve customers and to maintain high reliability & availability of equipment aligning with our global vision of 100% connected units.
Digital Service Transformation: Architect new generation Customer Service team focusing on virtual support over digital platforms transforming Call Centre from phone support by CSR to Technical Help Desk by Data Analytic Engineers.
Performance Monitoring: Monitor productivity and performance metrics identifying opportunities for improvement and implementing solutions.
Customer Loyalty: Ensure high customer satisfaction with pro-active communication and low breakdown rate of equipment.
Key Qualifications:
Experience in digital transformation operations excellence or customer experience leadership roles.
Strong understanding of IoT solutions digital platforms and data-driven service models.
Proven track record in process improvement change management and adoption strategies.
Ability to influence and drive change across diverse teams and stakeholders.
Excellent communication and presentation skills to articulate vision and progress.
Skilled in analyzing performance metrics and translating insights into actionable plans.
Comfortable working in a fast-paced transformation-driven environment.
If you live in a city chances are we will give you a lift or play a role in keeping you moving every day.
Otis is the worlds leading elevator and escalator manufacturing installation and service company. We move 2.4 billion people every day and maintain approximately 2.4 million customer units worldwide the industrys largest Service portfolio.
You may recognize our products in some of the worlds most famous landmarks including the Eiffel Tower Empire State Building Burj Khalifa and the Petronas Twin Towers! We are 72000 people strong including engineers digital technology experts sales and functional specialists as well as factory and field technicians all committed to meeting the diverse needs of our customers and passengers in more than 200 countries and territories worldwide. We are proud to be a diverse global team with a proven legacy of innovation that continues to be the bedrock of a fast-moving high-performance company.
When you join Otis you become part of an innovative global industry leader with a resilient business model. Youll belong to a diverse trusted and caring community where your contributions and the skills and capabilities youll gain working alongside the best and brightest keep us connected and on the cutting edge.
We provide opportunities training and resources that build leadership and capabilities in Sales Field Engineering and Major Projects and our Employee Scholar Program is a notable point of pride through which Otis sponsors colleagues to pursue degrees or certification programs.
Today our focus more than ever is on people. As a global people-powered company we put people passengers customers and colleagues at the center of everything we do. We are guided by our values that we call our Three Absolutes prioritizing Safety Ethics Quality in all that we do. If you would like to learn more about environmental social and governance (ESG) at Otis click here.
Become a part of the Otis team and help us #Buildwhatsnext!
Otis is An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or veteran status age or any other protected class according to applicable law. To request an accommodation in completing an employment application due to a special need or a disability please contact us at
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Required Experience:
Manager
Key Skills
- Computer Science
- user experience
- User Interface
- SME
- CSS
- Interaction Design
- Windows
- Android
- Usability Studies
- Visual Design
- HTML
- User Research
- JavaScript
- Web Services
- Wireframes
About Company
Otis is a leading manufacturer and maintainer of Elevators, Escalators, Moving Walkways with world class modernization tools & service packages for buildings
