Operations Lead

ROLE SUMMARY

The Operations Lead assists in overseeing day-to-day driving operations, providing guidance and management to Drivers. This role is responsible for maintaining operational standards, supporting continuous service improvement, and ensuring customer satisfaction across the program.

PRIMARY RESPONSIBILITIES

Manage a team of Driving Operations field resources and oversee day-to-day operations following standard operating procedures Identify knowledge gaps and support coaching, mentoring, and professional development of Drivers Conduct periodic reviews with teams and client Program Managers; facilitate team meetings to disseminate relevant information Collaborate with team members to manage collective workload and coordinate logistics, including coverage planning Provide Subject Matter Expert (SME) advice on regional issues and concerns Strengthen relationships with internal/external customers and vendor/partner organizations Participate in weekly and monthly business review meetings with internal and external stakeholders Gather and analyze reporting details; provide status reports (weekly, monthly, etc.) as required Support special projects including invoice verification and reporting metrics Coordinate with internal and external vendor/partner teams on resource planning, work plan allocation, and logistics Assist with creating and maintaining resource forecasts in conjunction with the customer's vendor/partner sourcing organization Support adherence to quality, safety, and financial controls Monitor performance trends and implement corrective actions to meet SLA targets and ensure customer satisfaction Provide Continual Service Improvement (CSI) and Service Assurance guidance Assist in driving service improvement programs and initiatives Ensure Root Cause Analysis (RCA) includes proper methodology, documented actions, root cause identification, and effective corrective/proactive steps Escalate performance and functional issues to management as needed

REQUIRED QUALIFICATIONS

Minimum 2 years of experience in a people management or Team Lead role Strong written and verbal communication skills Ability to work at a fast pace, manage high email volume, and respond to urgent program issues Excellent people management skills: communication, empathy, rapport-building, clear expectations, and constructive feedback Self-motivated with a proven track record of delivering results Collaborative team player willing to assist across functions as needed Ability to analyze data and establish measurable action plans to drive performance improvement

PREFERRED QUALIFICATIONS

Diploma, Bachelor's Degree, or equivalent professional experience Prior experience or knowledge in driving operations programs

SALARY & COMPENSATION

The annual salary for this position ranges from $34,611 – $67,000 depending on experience and qualifications. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to applicable plan terms.

BENEFITS

Medical / Dental / Vision / Life Insurance Paid Holidays plus Paid Time Off (PTO) 401(k) plan with contributions Long-term and Short-term Disability coverage Paid Parental Leave Employee Stock Purchase Plan

DISCLAIMER

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. LA County applicants: Qualified applicants with arrest and/or conviction records will be considered for employment. Cognizant will only consider applicants legally authorized to work in the United States without requiring company sponsorship now or in the future.

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. #J-18808-Ljbffr Cognizant