Xbox Global Ranger

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.

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

• 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

• 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

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.

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.

• 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.

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.

コグニザントについて   
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。  

雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。

応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。

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