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
Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
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.
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.
