Developer Program Support Lead & Operations Manager

Team Operations Manager

Cognizant is looking to expand our team and your skills are needed. Are you interested? If so, please apply in order to be considered. We look forward to reviewing your application!

Main Responsibilities:

• Caseload Management Assign daily caseloads to support advocates to ensure balanced workload distribution and efficient customer service delivery.

• Reporting and Performance Tracking Prepare and deliver Monthly Business Reviews (MBRs) and other relevant reporting documents to Leadership. Support ad hoc reporting needs as required.

• Tech Router Request Reassignment Manage and perform daily reassignment of requests from the Tech Router queue to appropriate team members or queues.

• Escalation Handling Act as the communication liaison for escalated issues via the Ecomsup alias, ensuring timely resolution and clear stakeholder updates.

• Meeting Facilitation Lead the weekly HDC and Payout synchronization meetings to align on team goals, resolve blockers, and track ongoing initiatives.

• Resource Forecasting Compile and analyse data to forecast support resource needs. Present findings to delivery and planning stakeholders to inform operational planning.

• Customer Relationship Management Maintain a strong focus on customer satisfaction through direct relationship management, ensuring issues are resolved and feedback is addressed promptly.

• Troubleshooting and Problem Solving Conduct root-cause analysis and drive resolution of customer and operational issues, collaborating with relevant internal teams.

• Cross-Functional Collaboration Partner with internal Partner Center teams to provide feedback, implement or refine processes, and contribute to reporting improvements and initiatives.

Qualifications:

• Proven experience in a team leadership or coordination role within a customer service or technical support environment.

• Strong communication and interpersonal skills.

• Data-driven mindset with proficiency in compiling, interpreting, and presenting operational metrics.

• Experience managing escalations and leading cross-functional meetings

• Strong problem-solving abilities and the ability to multitask effectively in a dynamic environment.

• Comfortable working with reporting tools and CRM systems.

• Ability to foster collaborative working relationships across departments.

Hourly Rate and Other Compensation:

The annual salary for this position is between $71,760 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

LA County (only): Qualified applicants with arrest and/or conviction records will be considered for employment.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.

Flexible health and financial benefits to support you and your eligible dependents —from day one.

True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.