Sr. Manager, Boston New Equipment and Modernization Operations

As the Sr. Manager, Boston New Equipment and Modernization Operations at Otis, you will lead the operations team in driving business strategies that align with financial and customer satisfaction objectives. Your role involves managing operational budgets, providing technical direction, and ensuring compliance with safety standards. Additionally, you will be responsible for training and developing your team while fostering strong partnerships with customers.

To qualify for the Sr. Manager position at Otis, candidates should have a Bachelor's degree with five years of experience or a Technical/Vocational degree with eight years of relevant experience in the elevator industry. Demonstrated leadership experience and a strong knowledge of product applications, as well as excellent communication skills, are essential for success in this role.

The Sr. Manager can foster high customer satisfaction by maintaining a customer-centric approach, establishing strong relationships, and leading with quality and pace. Monitoring project performance, investigating issues proactively, and ensuring that installations meet high standards are key responsibilities that contribute to customer loyalty at Otis.

The ideal candidate for the Sr. Manager, Boston Operations position at Otis should have multiple years of experience in various roles within the elevator industry or a similar service-oriented field. Additionally, at least five years of leadership experience is required, with a proven track record of achieving financial goals and customer satisfaction.

At Otis, the company culture is centered around teamwork, innovation, and a commitment to safety and excellence. As a Sr. Manager, you'll be part of a diverse and collaborative environment where your contributions are valued. The company emphasizes ongoing training and professional development, ensuring that you and your team thrive in a supportive atmosphere.

When addressing your leadership style, emphasize your ability to inspire and motivate your team by modeling Otis leadership behaviors. Share examples of how you've cultivated high morale and developed collaborative relationships in past roles. Highlight your focus on establishing a customer-centric workforce and guiding teams to achieve excellence.

To manage operational budgets effectively, discuss your experience in financial planning and asset management. Explain how you track expenditures, analyze financial statements, and make data-driven adjustments to maintain a cost-effective approach while ensuring quality service. Provide examples of successful budget management from your previous roles.

Share a specific instance where you implemented changes or processes that resulted in increased customer satisfaction. Highlight your proactive approach in addressing customer issues, gathering feedback, and ensuring that service quality met or exceeded client expectations—focusing on your results and the impact on customer loyalty.

Discuss your philosophy on team development, emphasizing the importance of ongoing training and mentorship. Share specific strategies you have utilized to identify team members' strengths and areas for growth. Mention how you foster an environment where continuous improvement is encouraged and set measurable goals for development.

In your response, detail the safety practices you prioritize in your operations. Mention your commitment to compliance with safety regulations, how you conduct regular training sessions, and the significance of a safety-first culture in the workplace. Provide examples of how you've successfully managed safety initiatives in your previous roles.

When discussing conflict resolution, highlight your approach of addressing issues directly and fostering open communication. Share examples of how you've successfully mediated conflicts, focusing on collaboration and problem-solving to create positive outcomes that support team cohesion.

Explain how you stay informed about industry changes and trends, such as participating in professional associations, attending conferences, and following industry publications. Emphasize your commitment to innovation and continuous learning to keep your team and the company competitive in the market.

Describe key performance indicators (KPIs) you use to measure success in your operations team. Discuss how you track metrics related to customer satisfaction, project completion rates, and adherence to budgets and timelines. Highlight how you use data to make informed decisions and drive improvements.

Tell the interviewer about your ability to prioritize tasks and manage competing deadlines effectively. Provide specific examples of times when you juggled multiple projects, outlining how you organized your workload, delegated responsibilities, and ensured each project remained on track.

Discuss the strategies you've implemented to enhance customer relationships, such as regular check-ins, addressing concerns promptly, and fostering collaborative partnerships. Provide examples that demonstrate how these practices have improved customer satisfaction and loyalty, and highlight any tools or technologies used to facilitate communication.