Service Delivery Manager/ Lead

Cognizant Technology Solutions

49d•Hybrid

About The Position

Cognizant's Digital Engineering practice is seeking a highly qualified Service Delivery Manager / Lead with experience developing and building high-performing, scalable, enterprise applications. You will be part of a digital software team that works on high-demand applications. Our engineers have a passion for high-quality, reliable and maintainable code. You will work side by side with product managers, designers, and clients, making decisions together in order to quickly deliver valuable working software to clients and their users. Our engineers are agile and retrospective, and not afraid to identify what we're doing wrong, so we can fix it, and what we're doing right, so we can improve on it. Above all, we judge success by the success of our team and the happiness of our customers. Cognizant Digital Engineering If you're like us, you've got big ideas. At Cognizant, we're exploring new ideas every day. We help industry leading companies reinvent their business models and innovate products that create new value—by connecting people with things, insights and experiences. Cognizant digital engineering designs, engineers and delivers digital products and experiences that drive digital-first business models. We offer the most comprehensive digital engineering expertise and client-centric methodology for sustainable innovation. Location New Jersey You must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future. Cognizant will not sponsor H-1B or other U.S. work authorization for this role. Job Summary Looking for a Customer Success Lead with strong track record in delivering tangible business value (revenue engagement) for flights travel and lifestyle products including the Tripadvisor app. Applicant should have 12+ years of digital commerce experience leading global digital merchandising strategy for the high-growth online Experiences Rewards Homepage and App divisions leading A/B tests and site optimizations

Requirements

Possess a strong background in customer service management with over 12 years of experience.
Demonstrate expertise in developing and executing service delivery strategies.
Have a proven track record of enhancing customer satisfaction through effective service management.
Show proficiency in analyzing service metrics and implementing improvements.
Exhibit excellent communication and interpersonal skills to manage customer relationships.
Display ability to work in a hybrid work model balancing remote and in-office tasks.
Hold a bachelors degree in business administration or a related field.
Be adept at using technology to streamline service operations and improve efficiency.

Responsibilities

Manage and optimize customer service operations to ensure high-quality service delivery.
Collaborate with cross-functional teams to align service strategies with business objectives.
Develop and implement service delivery plans that enhance customer satisfaction and loyalty.
Monitor service performance metrics and identify areas for improvement.
Ensure compliance with company policies and industry standards in all service delivery activities.
Facilitate effective communication between customers and service teams to resolve issues promptly.
Utilize customer feedback to drive continuous improvement in service delivery processes.
Coordinate with technology teams to integrate innovative solutions into service operations.
Provide training and support to service teams to enhance their skills and performance.
Analyze service trends and prepare reports for senior management to inform strategic decisions.
Implement best practices in customer service management to achieve operational excellence.
Drive initiatives that improve service efficiency and reduce operational costs.
Foster a customer-centric culture within the service delivery team.