About the Role A Ranger Lead is a highly skilled, trusted, and empowered Ranger with deep knowledge of the supported products, strong coaching ability, and an innovative mindset. Ranger Leads help drive continuous business improvements and develop smart, empowered Rangers, while acting as ambassadors of Microsoft culture and values. As a source of support and truth for the Ranger community, Ranger Leads also serve as trusted testers and collaborators with engineering teams, contributing directly to the quality and development of Microsoft products and services. Responsibilities Ranger Community

• Ranger team administration
• Ranger weekly sync meeting (co-owners)
• Ranger assistance on Ranger channel/mails/ADOs
• Ranger processes owner
• Ranger Wiki content creation and management
• Ambassador of Microsoft culture in the Ranger community Collaboration with Planning and Delivery
• Assist Planners and TAs with special tasks
• Partner with TAs to drive improvements in resolution rates
• Simplify the escalation process with the help of AI and automated solutions Microsoft Projects
• Xbox Cloud Gaming
• Annotation projects
• Clever Nelly
• Insider Flight
• Reddit Support
• Feedback triages
• Content review projects Customer Satisfaction, Escalations and Customer Contact
• Escalation management
• ADO management — driving resolution of emerging and one-off issues
• Testing and bug creation
• Guidance and request processing for ACA, ELP, Rangers, and FTE requests
• Assist and manage complex customer/product scenarios
• Facilitate XCC/KB/customer content based on Ranger feedback
• Stay connected with customers by handling customer escalations (monthly rate) Emerging Issues
• ADO data quality checks
• Administration of the emerging issues channel Essential Skills
• Demonstrated experience with Xbox products, services, support workflows, or gaming-related customer/product operations
• Deep Xbox product knowledge and ability to act as a trusted subject matter expert for Rangers, planners, technical advisors, and engineering partners
• Strong escalation management skills, including the ability to support complex customer and product scenarios through resolution
• Experience using ADO or similar issue-tracking systems to manage emerging issues, improve data quality, and drive timely resolution
• Ability to coach, mentor, and develop team members while promoting consistent processes and high-quality support standards
• Strong collaboration skills across planning, delivery, technical advisory, engineering, and support teams
• Ability to identify process improvement opportunities and simplify workflows using AI, automation, or other efficiency-focused solutions
• Strong written communication skills, including experience creating and maintaining knowledge base articles, wiki content, process documentation, and customer-facing guidance
• Customer-focused mindset with experience handling escalations, gathering feedback, and translating insights into service or product improvements
• Experience partnering directly with engineering teams as a tester, collaborator, or voice-of-customer representative
• Comfort working in a fast-paced environment with ambiguous or one-off issues that require structured problem solving
• Ability to represent and reinforce Microsoft culture, values, and community standards within the Ranger organization Nice-to-Have Skills
• Experience supporting Xbox Cloud Gaming, Insider Flight programs, Reddit support, feedback triage, or content review projects
• Familiarity with annotation projects, testing workflows, bug creation, or product-quality validation activities
• Knowledge of customer support content ecosystems, including XCC, knowledge base processes, or customer-facing content governance
• Experience facilitating weekly community syncs, managing support channels, or administering team collaboration spaces
• Ability to analyze trends from escalations, emerging issues, customer feedback, and operational data to recommend improvements
• Experience supporting special projects or pilots that require coordination across multiple stakeholder groups Qualifications 3+ years of experience in Xbox, gaming, technical support, customer support operations, escalation management, or a related service delivery environment.

Bachelor's degree in Business, Technology, Communications, Operations, or a related field preferred, or equivalent experience in lieu of formal education. The ideal candidate will bring strong Xbox product knowledge, hands-on experience resolving complex customer or product scenarios, and the ability to collaborate effectively across Ranger, planning, delivery, technical advisory, engineering, and support teams.

Compensation Annual Rate:

$70,000-$80,000 per year, depending on experience and other qualifications. 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

• 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 Benefits are subject to applicable eligibility requirements.

The salary, 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. Equal Opportunity Employer 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. If you have a disability that requires a reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information. Applications are accepted on an ongoing basis.