Operations Lead

Cognizant
US - California - Los Banos
July 1, 2024

Cognizant is a large IT Consulting Firm that leverages modern technologies to transform a variety of businesses. The Operations Lead is responsible for leading a team that conducts sales support analyses and tech support in a global service desk. Please note that this role is 100% onsite in San Jose. Only local candidates will be considered.

Role Responsibilities

Manage and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution
Gain understanding across tools to guide and coach team on quality and user experience towards continuous improvement
Manage operations and provide recommendations to strategic plans and reviews; prepare and complete action plans; implement production, manage productivity, quality and shrinkage; resolve problems; complete audits; identify trends
Identify top issue drivers and escalate to tool owners for proactive resolution
Own the team metrics, example - TRT, TFR, Csat and quality
Inspiring and motivating employees to perform at their best through positive encouragement and incentive initiatives
Raises and tracks issues and conflicts, remove barriers, resolve issues of medium complexity involving stakeholders and escalate to appropriate level when required
Establishes and manage relationships with clients, internal business stakeholders
Handle the daily operations of the team like volume, leaves, shift rotation escalations etc
Forecast requirements; prepare and report monthly revenue variance/forecast
Develop operations process by determining best practices; develop, implement, enforce and evaluate policies and procedures
Serve as primary point of contact for customer escalations and communicate with the team and devise ways of improving the customer experience, including resolving problems and escalations
Perform RCA (Root Cause Analysis) on escalations
Lead & follow P0/P1 issue triaging and escalations

Skill/Experience/Education

Required:

Bachelor's degree in operations management, business administration, or related field
11+ years of proven experience in technical operations management / strategic management
Real time experience in Service support process, customer & team management, Stakeholder management skills
Trained in conflict management and business negotiation processes
Ability to quickly learn, understand, and work with new emerging technologies, methodologies
Ability to work individually and as part of a team Meticulous attention to detail
Experience mentoring / managing a team of engineers / analysts

Desired:

Excellent ability to delegate responsibilities while maintaining organizational control and customer service
Demonstrated operational abilities. Ability to drive impact in a fast-paced environment while maintaining careful attention to detail.
Effective communication skills, with the ability to provide updates to senior executive leadership.
Delivery-focused mindset, with the drive to solve complex problems through analytics and structured root cause problem-solving
Demonstrated motivation and interest in making tools that work seamlessly for our sales representatives.

Salary and Other Compensation:
The annual salary for this position is between $93,500 - $109,500 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

Disclaimer: The salary, 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.

Read the full job description and apply online on the recuiter's web-site

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