[Remote] Operations Lead
Note: The job is a remote job and is open to candidates in USA. Cognizant is a leading provider of technology and consulting services, and they are seeking an Operations Lead to oversee day-to-day driving operations. This role involves managing a team of drivers, ensuring operational standards, and supporting continuous service improvement to enhance customer satisfaction.
Responsibilities
- Manage a team of Driving Operations field resources and oversee day-to-day operations following standard operating procedures
- Identify knowledge gaps and support coaching, mentoring, and professional development of Drivers
- Conduct periodic reviews with teams and client Program Managers; facilitate team meetings to disseminate relevant information
- Collaborate with team members to manage collective workload and coordinate logistics, including coverage planning
- Provide Subject Matter Expert (SME) advice on regional issues and concerns
- Strengthen relationships with internal/external customers and vendor/partner organizations
- Participate in weekly and monthly business review meetings with internal and external stakeholders
- Gather and analyze reporting details; provide status reports (weekly, monthly, etc.) as required
- Support special projects including invoice verification and reporting metrics
- Coordinate with internal and external vendor/partner teams on resource planning, work plan allocation, and logistics
- Assist with creating and maintaining resource forecasts in conjunction with the customer's vendor/partner sourcing organization
- Support adherence to quality, safety, and financial controls
- Monitor performance trends and implement corrective actions to meet SLA targets and ensure customer satisfaction
- Provide Continual Service Improvement (CSI) and Service Assurance guidance
- Assist in driving service improvement programs and initiatives
- Ensure Root Cause Analysis (RCA) includes proper methodology, documented actions, root cause identification, and effective corrective/proactive steps
- Escalate performance and functional issues to management as needed
Skills
- Minimum 2 years of experience in a people management or Team Lead role
- Strong written and verbal communication skills
- Ability to work at a fast pace, manage high email volume, and respond to urgent program issues
- Excellent people management skills: communication, empathy, rapport-building, clear expectations, and constructive feedback
- Self-motivated with a proven track record of delivering results
- Collaborative team player willing to assist across functions as needed
- Ability to analyze data and establish measurable action plans to drive performance improvement
- Diploma, Bachelor's Degree, or equivalent professional experience
- Prior experience or knowledge in driving operations programs
Benefits
- Cognizant's discretionary annual incentive program, based on performance and subject to applicable plan terms
- Medical / Dental / Vision / Life Insurance
- Paid Holidays plus Paid Time Off (PTO)
- 401(k) plan with contributions
- Long-term and Short-term Disability coverage
- Paid Parental Leave
- Employee Stock Purchase Plan
Company Overview