Mailroom COE Operations Lead

Cognizant; Olympia (WA); On-site; USD 23,000 - 26,000; Full time

Benefits offered by this job

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

Job summary

Cognizant is seeking a Mailroom COE Associate to oversee vendor partners and coordinate daily mailroom operations across intake, sorting, scanning, indexing, fulfillment, and correspondence handling. You will ensure compliance, timely delivery, and SLA adherence while acting as the primary liaison among client teams and vendors.

The role involves governance meetings, onboarding support for new clients, and developing dashboards, SOPs, and performance reports.

Qualifications

• High school diploma or equivalent is required.
• Experience with healthcare mailroom, document management, claims/enrollment, fulfillment, or vendor management is preferred.
• Experience with third-party vendors or offshore/onshore delivery teams is a plus.
• Strong production management, SLA tracking, and issue escalation skills are required.
• Proficiency in Microsoft Excel, Word, PowerPoint, and Outlook is expected.
• Strong analytical, verbal, and written communication skills are essential.

Responsibilities

• Monitor daily vendor operations and track performance against SLAs and quality standards.
• Review dashboards and reports; identify gaps and drive resolution with vendor leadership.
• Lead vendor governance meetings and track metrics and root cause analysis.
• Support onboarding of new clients and mailroom workflows as the SME.
• Define scope, volumes, SLAs, and reporting needs with cross-functional teams.
• Document SOPs and process flows; support testing, pilots, and cutover.

Skills

Excel

Word

PowerPoint

Outlook

Analytical skills

Verbal communication

Written communication

Vendor management

SLA tracking

Education

High school diploma or equivalent

Bachelor’s degree preferred

Job description

Cognizant is seeking a Mailroom COE Associate to oversee vendor partners and coordinate daily mailroom operations across intake, sorting, scanning, indexing, fulfillment, and correspondence handling. You will ensure compliance, timely delivery, and SLA adherence while acting as the primary liaison among client teams and vendors.

The role involves governance meetings, onboarding support for new clients, and developing dashboards, SOPs, and performance reports.