Project Manager
About The Position
About Us: Cognizant is one of the world's leading professional services companies, redefining clients' business, operating, and technology models for the digital era. Our outstanding industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S. Learn how Cognizant helps clients lead with digital at www.cognizant.com . Key Responsibilities Manage Global Tier 1 Support Team for eCommerce programs, ensuring timely resolution of escalations. Oversee case management using Salesforce and JIRA Support Portals. Conduct weekly action meetings to address and resolve critical cases. Provide routine training to upskill Tier 1 team on new products, policies, and processes. Collaborate with cross-functional teams including Fulfillment Vendors, IT, and multiple Product & Program teams (CML, eLearning, Exam Vouchers, Continuing Education, Certifications, Compliance, Global TAC, and Enterprise Software). Create and maintain process documentation to ensure ISO compliance. Develop standardized responses for clarity and consistency in customer communication. Diagnose, triage, and resolve support cases with a focus on prioritizing critical issues. Drive continuous improvement in support processes and customer experience.
Requirements
- Professionalism and character as a member of a highly trained organization.
- Enthusiastic, self-motivated, and persistent problem solver.
- Strong experience in partner, customer, vendor, and subcontractor coordination .
- Excellent communication and organizational skills .
- Ability to work in fast-paced environments and collaborate effectively with teams.
- Advanced proficiency in Microsoft Office and other business applications.
- Dependable, quick learner with strong decision-making skills.
Responsibilities
- Manage Global Tier 1 Support Team for eCommerce programs, ensuring timely resolution of escalations.
- Oversee case management using Salesforce and JIRA Support Portals.
- Conduct weekly action meetings to address and resolve critical cases.
- Provide routine training to upskill Tier 1 team on new products, policies, and processes.
- Collaborate with cross-functional teams including Fulfillment Vendors, IT, and multiple Product & Program teams (CML, eLearning, Exam Vouchers, Continuing Education, Certifications, Compliance, Global TAC, and Enterprise Software).
- Create and maintain process documentation to ensure ISO compliance.
- Develop standardized responses for clarity and consistency in customer communication.
- Diagnose, triage, and resolve support cases with a focus on prioritizing critical issues.
- Drive continuous improvement in support processes and customer experience.
Benefits
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
