Cognizant is always looking for top talent. We are searching for candidates to fill future needs within the business. This job posting represents potential future employment opportunities with Cognizant. Although the position is not currently available, we want to provide you with the opportunity to express your interest in future employment opportunities with Cognizant. If a job opportunity that you may be qualified for becomes available in the future, we will notify you. At that time you can determine whether you would like to apply for the specific open position. Thank you for your interest in Cognizant career opportunities.
As a catalyst for operational excellence within the Rider Support Center of Excellence, you will architect and drive superior rider experiences globally. Serving as the critical nexus between front-line operations and strategic leadership, you will spearhead performance optimization, enforce quality standards, and resolve complex escalations. This role requires a highly analytical, hands-on leader capable of coaching overseas teams, identifying systemic gaps, and implementing data-driven workflows that elevate our autonomous ride-hailing support ecosystem.
Location: Working onsite in Plano, Texas
Key Responsibilities
•Global Performance Coaching & Enablement: Hold direct accountability for the performance and continuous upskilling of overseas support teams. Design and deliver scenario-based training, high-engagement workshops, and targeted coaching sessions to ensure global alignment with CoE standards.
•Process Architecture & Root Cause Analysis (RCA): Actively audit rider interactions and overarching performance data. Spearhead deep-dive Root Cause Analyses to identify systemic process gaps, friction points, and failure modes. You will formulate and pitch scalable, thoughtful recommendations to leadership that streamline workflows and optimize the rider journey.
•Quality Assurance & Performance Management: Execute rigorous QA audits across omni-channel interactions (calls, chats, tickets). Deliver structured, actionable feedback to international stakeholders and partner seamlessly with Team Leads to architect and track definitive improvement plans.
•Subject Matter Authority & Escalation Management: Serve as the definitive operational authority for complex escalations, exceptions, and policy enforcement. You will continuously optimize playbooks, Standard Operating Procedures (SOPs), and knowledge bases to reflect the latest product evolutions and support protocols.
•Cross-Functional Strategic Partnership: Collaborate with Operations, Product, and Customer Experience (CX) teams to pilot new support tools, execute beta tests, and champion the "Voice of the Rider" by translating qualitative feedback into actionable product insights.
Required Qualifications & Experience
•3–5 years in process excellence, quality assurance, or high-tier customer support, preferably within logistics, ridesharing, or tech-forward operational environments. Proven experience in call center management and global vendor oversight is essential.
•Specialized Expertise: Direct, hands-on experience as an Autonomous Driver is strictly required to deeply understand the product ecosystem.
•Prioritized Experience: Candidates with a background in an Emergency Response Team (ERT) or handling critical safety incidents will be given top priority.
•Analytical Skills: Demonstrated mastery of RCA methodologies (e.g., 5 Whys, Fishbone diagrams) and the ability to interpret raw performance data (CSAT, AHT, FCR) into strategic action plans.
•Technical Proficiency: Advanced expertise with Zendesk, Salesforce, QA auditing platforms (Playvox, MaestroQA), data manipulation in Google Sheets/Excel, and knowledge management via Notion/Confluence.
•Operational Readiness: This is a dynamic, 24/7 operational environment. Candidates must possess scheduling flexibility and be prepared for up to 15% on-field travel to support operational hubs and vendor sites.
•Detail-oriented, excellent written/verbal communication, ability to coach and influence without authority.
•Preferred Certifications: Lean Six Sigma (Green Belt or higher) or comparable process improvement certifications.
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.
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.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.