Operational Lead - Digital Marketing

Operations Lead

The Operations Lead plays a pivotal role in ensuring seamless service delivery, driving team performance, and managing client expectations. This position requires strong leadership, operational excellence, and the ability to foster collaboration across teams while maintaining high standards of customer satisfaction.

Operational Management

• Oversee end-to-end operations and ensure timely, high-quality service delivery.
• Own process KPIs and customer management, including handling inquiries and resolving escalations.
• Manage Statements of Work (SOW) and Business Continuity Plans (BCP).

Performance & Metrics

• Drive achievement of people management metrics, including attrition control.
• Lead capacity planning, utilization, scheduling, and efficiency monitoring.
• Track and optimize time management and productivity across the team.

Client Communication

• Act as the primary point of contact for client communication, ensuring expectations are met and exceeded.
• Prepare and deliver weekly and monthly performance reviews to stakeholders.

Continuous Improvement

• Identify and implement process improvements to enhance efficiency and effectiveness.
• Drive initiatives that foster innovation and operational excellence.

Leadership & People Development

• Coach, mentor, and motivate team members with a strong people-centric approach.
• Provide guidance and career development support to individuals.
• Proactively address performance issues and implement improvement plans.

Cross-Functional Collaboration

• Partner with internal teams to structure and execute operational and strategic programs.
• Ensure alignment between account strategy and operational delivery.

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.