Team Lead - Rider Support Center Of Excellence

Cognizant is a Large IT Consulting Firm that leverages modern technologies to improve a variety of business operations. As our team continues to grow, we are currently looking to hire additional Teams Leads. This role is On Site, and all candidates must reside in the United States.

Job Summary: As the Team Lead, you will be responsible for building and leading a high-performing team of Subject Matter Experts (SMEs) who will specialize in process innovation, service quality, and performance consistency across our support operations. Your role will be pivotal in transforming support experiences for riders and delivering measurable improvements in operational KPIs.

Key Responsibilities

Leadership & People Management

• Recruit, mentor, and lead a team of 3-4 SMEs focused on quality and rider experience.
• Provide coaching and performance feedback through structured 1:1s and team reviews.
• Foster a culture of accountability, excellence, and continuous learning.

Strategic Ownership of CoE Deliverables

• Define and implement the roadmap for support process standardization and quality assurance across the FTE program.
• Act as a key liaison between operations and CoE to ensure alignment on priorities, timelines, and deliverables.
• Establish governance structures for tracking improvement initiatives and reporting progress to leadership.

Quality & Process Excellence

• Design and implement frameworks for quality audits, CSAT tracking, and service recovery protocols.
• Analyze call/chat/email handling performance, drive root cause analysis, and initiate targeted improvement plans.
• Lead calibration sessions with QA and operations teams to ensure consistency in quality measurement

Innovation & Continuous Improvement

• Drive identification and deployment of automation opportunities, AI integration, or knowledge management tools that support frontline agents.
• Implement feedback loops with agents and supervisors to iterate on playbooks, SOPs, and training content.
• Benchmark processes against industry standards and continuously raise the bar for excellence.

Stakeholder Engagement

• Collaborate with training, product, and data analytics teams to integrate feedback into workflows.
• Present monthly and quarterly business reviews showcasing the impact of CoE initiatives.

Salary and Other Compensation:

The hourly rate for this position is $30-$40 per hour, 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 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.

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.

The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don't just dream of a better way - we make it happen.
• We take care of our people, clients, company, communities and climate by doing what's right.
• We foster an innovative environment where you can build the career path that's right for you.
  

About us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com