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.
La communauté Cognizant :
Nous sommes une équipe de professionnels dont les membres s'apprécient et se soutiennent mutuellement. Nos collaborateurs sont les garants d'un lieu de travail dynamique, collaboratif et inclusif où chacun peut s'épanouir.
- Cognizant est une communauté mondiale qui compte plus de 300 000+ collaborateurs dans le monde entier.
- Nous ne nous contentons pas de rêver de façons idéales, nous apportons des améliorations concrêtes
- Nous prenons soin de nos collaborateurs, de nos clients, de notre entreprise, de nos communautés et du climat, en faisant ce qui est juste.
- Nous favorisons un environnement innovant où vous pouvez construire le plan de carrière qui vous convient.
À propos de nous :
Cognizant (NASDAQ : CTSH) est un concepteur d’IA et un fournisseur de services technologiques. Avec notre gamme de solutions IA full-stack, nous accompagnons nos clients au carrefour de l’investissement dans l’IA et de la valeur ajoutée. Notre grande expertise sectorielle, des processus et de l’ingénierie nous permet de convertir le contexte propre à chaque entreprise en systèmes technologiques amplificateurs du potentiel humain, générateurs de résultats tangibles et garants de l’avantage des acteurs internationaux dans un monde en constante évolution. Découvrez notre méthode sur www.cognizant.com ou suivez @cognizant.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Mentions légales :
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.