Consumer Team Lead

Job Opportunity At Cognizant

Cognizant is one of the world's leading professional services companies, helping clients modernize technology, reinvent processes and transform experiences. Cognizant is looking to expand our team and your skills are needed. Are you interested? If so, please apply in order to be considered. We look forward to reviewing your application!

Main Responsibilities :

• Lead a global support team resolving technical issues for 1,000+ OneNote for Education users, improving case resolution time, accuracy, and user satisfaction.
• Design and implement streamlined workflows that enhance team efficiency and service consistency.
• Conduct weekly 1-on-1 coaching sessions with team members tailored to individual performance metrics, focusing on both communication and technical skills.
• Analyze case data and user reviews to identify inefficiencies and optimized Class Notebook workflow processes.
• Act as the main liaison between Microsoft, DP Leadership, and the support team, aligning business goals with frontline execution.
• Deliver Tier 1 escalation support for critical cases, minimizing downtime for educators and IT admins.
• Collaborate closely with the Microsoft Teams support team to build seamless workflows and rapid-response solutions.
• Monitor engineering escalations and serve as the direct point of contact for Microsoft product engineers.
• Leverage five years of in-depth OneNote product expertise to resolve high-impact ICMs independently.
• Influence product design decisions by representing educator and admin pain points in engineering forums.
• Provide frontline support during high-volume periods, demonstrating hands-on leadership and commitment to service continuity.
• Compile and present team performance reports to Microsoft and DP leadership.
• Strategically manage and optimize global team scheduling.
• Hold daily coordination meetings with Microsoft Teams and Assignments support teams.
• Deliver weekly data-driven reports to the OneNote Product Team and Program Manager.
• Lead weekly training sessions with support engineers.

Hourly Rate and Other Compensation : The annual salary for this position is between $55,000 -$66,560 depending on experience and other qualifications of the successful candidate. This position is eligible for Cognizant's discretionary annual incentive program.

Benefits : Cognizant offers the following benefits for this position : 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.

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