Scott Otis
Sr Manager, Customer Care @AppFolio
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WORK HISTORY
Sr Manager, Customer Care @AppFolio
Santa Barbara, CA, US
I’m currently leading a team of Customer Care Specialists within AppFolio’s Customer Care organization. I’m responsible for mentoring employees to meet performance goals as we manage a queue of customer requests. I respond to and effectively resolve customer escalations, identify and implement process changes across the larger organization to increase efficiency and customer satisfaction, and collaborate cross-departmentally with engineers, legal and other departments to ensure new product updates and procedural changes are implemented successfully.
EDUCATION
Azusa Pacific University
Bachelor's degree, Organizational Communication, General
ABOUT SCOTT OTIS
I’ve spent over eight years in leadership coaching and mentoring employees with a unique management style: caring deeply and challenging directly. Implementing goals, creating efficient workflows, and managing through change in a remote environment are just some of the skills I pride myself on. I believe the most effective leader is one who has servant leadership top of mind.
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