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 its team and your skills are needed. If you are interested, please apply 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 optimize Class Notebook workflow processes, significantly increasing resolution speed and accuracy.
• 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 across global institutions.
• Collaborate closely with the Microsoft Teams support team to build seamless workflows and rapid-response solutions for Class Notebook integration with Teams and Assignments.
• Monitor engineering escalations (ICMs) and serve as the direct point of contact for Microsoft product engineers, ensuring high-priority bugs and user feedback were addressed swiftly.
• Leverage five years of in-depth OneNote product expertise to resolve high-impact ICMs independently before engineering intervention, avoiding delays and reinforcing reliability.
• 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, driving visibility and continuous improvement.
• Strategically manage and optimize global team scheduling, aligning support coverage with worldwide usage patterns and critical time zones.
• Hold daily coordination meetings with Microsoft Teams and Assignments support teams to track trends and recurring issues with Class Notebook integration.
• Deliver weekly data-driven reports to the OneNote Product Team and Program Manager, synthesizing issue trends, OCV feedback based on metrics.
• Lead weekly training sessions with support engineers to proactively review issue trends, assess risks, and develop effective workarounds.

Compensation

The annual salary for this position is between $55,000 and $66,560, depending on experience and other qualifications of the successful candidate. This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits

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

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 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 now or at any time 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.