Mapping Escalation Specialist

Role Overview

The Mapping Escalation Specialist is responsible for handling time-critical and sensitive issues related to mapping operations, while also specializing in investigating potentially fraudulent or misleading content and ensuring compliance with mapping policies. The specialist must be trained in escalation protocol to resolve difficult and complex issues in a timely manner, and must conduct in-depth investigations, assess risks, coordinate with internal teams, and implement corrective actions to maintain a trustworthy user experience.

I. Escalation, Mapping Quality & Tooling

• Resolve the highest priority mapping issues according to established SLAs.
• Work with mapping imagery and data to make edits with exceptional quality and accuracy.
• Use mapping tools and knowledge to continually improve map accuracy and edits.
• Run QA tools, answer key quality questions about imagery, and enter key mapping metadata with high accuracy.
• Analyze map data and make decisions based on policy to complete map workflows.
• Handle complex and time-sensitive data modeling questions.
• Proactively identify and raise systemic problems with tools or processes.
• Contribute to project bugs, workflows, worksheets, scripts, and dashboards.
• Maintain strong written skills to submit reports in a professional and timely manner.
• Maintain knowledge of Elections processes and procedures on an election cycle basis.
  
  

II. Trust & Safety / Local Content Investigation

• Investigate reported listings and user-generated content to identify fraudulent, misleading, or policy-violating activity.
• Verify business legitimacy by reviewing submitted documentation, addresses, and report details.
• Monitor and review edits from both external and internal users to prevent abuse or manipulation of listings.
• Conduct in-depth failure analysis and root cause analyses of policy violations to determine the origin of problems or incorrect edits.
• Document all problem analysis and issue resolution methods, and maintain detailed records of investigations, account activity, and listing changes.
• Investigate complex problems, provide detailed insights, develop hypotheses, and propose solutions to mitigate, prevent, or solve them.
• Evaluate content, take corrective actions (including removal, reinstatement, or flagging for further review), and provide actionable recommendations to prevent future fraudulent activity.
• Identify trends and patterns of misuse to improve abuse detection systems and review workflows.
• Log feature requests and bugs related to local content issues to engineering teams as required.
• Provide quantitative and qualitative insights to mapping processes as part of post-project analysis or deep-dive.
  
  

What We Are Looking For

• Strong investigative and problem-solving skills.
• Excellent communication skills, including the ability to verify information accurately through phone calls with businesses.
• Persistent, thorough, and capable of following through on complex cases.
• Exceptional attention to detail.
• Comfortable managing complex investigations and working independently while coordinating with internal teams.
  
  

Salary & Benefits

Hourly Rate: $19.00 – $21.00 per hour

Benefits Include

• Life & Disability Insurance
• Group Health, Dental & Wellness
• Sick Leave
• 401(k) Plan and Contributions
  
  

The hourly rate, 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.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.