About the Role
A Ranger Lead is a highly skilled, trusted, and empowered Ranger with deep knowledge of the supported products, strong coaching ability, and an innovative mindset. Ranger Leads help drive continuous business improvements and develop smart, empowered Rangers, while acting as ambassadors of Microsoft culture and values. As a source of support and truth for the Ranger community, Ranger Leads also serve as trusted testers and collaborators with engineering teams, contributing directly to the quality and development of Microsoft products and services.
Responsibilities
Ranger Community
• Ranger team administration
• Ranger weekly sync meeting (co-owners)
• Ranger assistance on Ranger channel/mails/ADOs
• Ranger processes owner
• Ranger Wiki content creation and management
• Ambassador of Microsoft culture in the Ranger community
Collaboration with Planning and Delivery
• Assist Planners and TAs with special tasks
• Partner with TAs to drive improvements in resolution rates
• Simplify the escalation process with the help of AI and automated solutions
Microsoft Projects
• Xbox Cloud Gaming
• Annotation projects
• Clever Nelly
• Insider Flight
• Reddit Support
• Feedback triages
• Content review projects
Customer Satisfaction, Escalations and Customer Contact
• Escalation management
• ADO management — driving resolution of emerging and one-off issues
• Testing and bug creation
• Guidance and request processing for ACA, ELP, Rangers, and FTE requests
• Assist and manage complex customer/product scenarios
• Facilitate XCC/KB/customer content based on Ranger feedback
• Stay connected with customers by handling customer escalations (monthly rate)
Emerging Issues
• ADO data quality checks
• Administration of the emerging issues channel
Essential Skills
• Demonstrated experience with Xbox products, services, support workflows, or gaming-related customer/product operations
• Deep Xbox product knowledge and ability to act as a trusted subject matter expert for Rangers, planners, technical advisors, and engineering partners
• Strong escalation management skills, including the ability to support complex customer and product scenarios through resolution
• Experience using ADO or similar issue-tracking systems to manage emerging issues, improve data quality, and drive timely resolution
• Ability to coach, mentor, and develop team members while promoting consistent processes and high-quality support standards
• Strong collaboration skills across planning, delivery, technical advisory, engineering, and support teams
• Ability to identify process improvement opportunities and simplify workflows using AI, automation, or other efficiency-focused solutions
• Strong written communication skills, including experience creating and maintaining knowledge base articles, wiki content, process documentation, and customer-facing guidance
• Customer-focused mindset with experience handling escalations, gathering feedback, and translating insights into service or product improvements
• Experience partnering directly with engineering teams as a tester, collaborator, or voice-of-customer representative
• Comfort working in a fast-paced environment with ambiguous or one-off issues that require structured problem solving
• Ability to represent and reinforce Microsoft culture, values, and community standards within the Ranger organization
Nice-to-Have Skills
• Experience supporting Xbox Cloud Gaming, Insider Flight programs, Reddit support, feedback triage, or content review projects
• Familiarity with annotation projects, testing workflows, bug creation, or product-quality validation activities
• Knowledge of customer support content ecosystems, including XCC, knowledge base processes, or customer-facing content governance
• Experience facilitating weekly community syncs, managing support channels, or administering team collaboration spaces
• Ability to analyze trends from escalations, emerging issues, customer feedback, and operational data to recommend improvements
• Experience supporting special projects or pilots that require coordination across multiple stakeholder groups
Qualifications
3+ years of experience in Xbox, gaming, technical support, customer support operations, escalation management, or a related service delivery environment. Bachelor's degree in Business, Technology, Communications, Operations, or a related field preferred, or equivalent experience in lieu of formal education.
The ideal candidate will bring strong Xbox product knowledge, hands-on experience resolving complex customer or product scenarios, and the ability to collaborate effectively across Ranger, planning, delivery, technical advisory, engineering, and support teams.
Compensation
Annual Rate: $70,000–$80,000 per year, depending on experience and other qualifications.
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
• 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
Benefits are subject to applicable eligibility requirements. 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.
Equal Opportunity Employer
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information. Applications are accepted on an ongoing basis.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
