Senior Program Manager - Customer Success Operations

About Cubic Transportation Systems

Cubic Corporation develops and provides advanced technology solutions focused on simplifying daily transportation and enhancing defense capabilities. Cubic Transportation Systems (CTS) supports innovative solutions to ease people's journeys globally, underpinned by a commitment to customer service and innovation.

Role Overview

We are seeking a Senior Program Manager to lead and execute complex, high-impact operational initiatives within the Customer Success Operations team. This role entails ownership of a sophisticated portfolio of programs, strategic advancement of operational processes, and mentoring junior team members. Reporting to the Senior Manager of Customer Success Operations, the position requires independent leadership and cross-functional collaboration with teams such as Global Tech Ops, Financial Services, Data Analytics, and Business Operations.

Key Responsibilities

• Manage comprehensive execution of multiple operational programs, including scope management, milestone tracking, risk mitigation, and deliverable completion with considerable autonomy.
• Lead multi-functional, regional programs ensuring clarity on priorities and efficient resolution of obstacles.
• Anticipate potential challenges, devise mitigation strategies, and provide proactive solutions to leadership.
• Maintain detailed documentation to preserve program context and knowledge continuity.
• Co-create program objectives and scope, contributing beyond mere execution.
• Design and enhance core operational workflows, SOPs, and governance with scalability and sustained adoption in focus.
• Identify and address systemic process issues through targeted improvement initiatives.
• Keep process documentation accurate, accessible, and regularly updated.
• Influence Customer Success operational standards and practices at a senior level.
• Generate insightful operational reports, including performance metrics and risk analyses, for leadership review.
• Prepare Monthly Operating Review materials and other governance documentation, ensuring accuracy and decision-readiness.
• Improve reporting quality and processes, recommending enhancements to management.
• Drive accountability and closure of cross-functional action items, escalating delays with context and proposals.
• Facilitate cross-functional working groups, promoting clear ownership and effective decision-making.
• Develop strong partnerships with counterparts across multiple departments to reduce friction and accelerate results.
• Represent Customer Success Operations authoritatively in cross-team discussions.
• Identify early signs of misalignment between functions and address these proactively.
• Create and maintain onboarding and training resources for Customer Success roles, ensuring material reflects current standards and tools.
• Guide and support Program Managers, fostering skill development and knowledge sharing.
• Lead implementation and adoption of new processes and technologies within the team.
• Contribute ideas that enhance team collaboration and promote a culture of continuous improvement.
• Prepare and deliver customer-facing reports and Quarterly Business Review materials, aligned with key performance indicators.
• Support Customer Success leaders and Service Delivery Managers with operational insights for customer forums and executive updates.
• Present operational updates independently to leadership and external stakeholders as appropriate.

Qualifications and Experience

• Bachelor’s degree in Business, Operations, IT, or a related area, or equivalent experience.
• Over 10 years of experience managing complex programs, operations, or service delivery within large matrixed organizations.
• Proven track record of independently handling cross-functional programs from start to finish with measurable outcomes.
• Expertise in designing and scaling operational processes, governance, and reporting systems.
• Strong understanding of ITIL principles or similar structured service delivery frameworks.
• Proficiency with program management software, reporting tools, and productivity applications (e.g., Excel, PowerPoint).
• Excellent communication skills, capable of preparing governance materials and addressing senior stakeholders confidently.
• Ability to work autonomously and make considered decisions amid ambiguity.

Preferred Experience

• Background in transit, payments, public-sector technology, or high-availability managed services.
• Knowledge of FinOps, cost-to-serve analysis, or profit and loss reporting in service contexts.
• Experience with CRM platforms (such as MSD CRM), service management tools (e.g., ServiceNow), or BI/data visualization software.
• Familiarity with Centre of Excellence (CoE) operational models.
• Experience working across teams in North America, Europe, Middle East, Africa, and Asia-Pacific regions within global organizations.

Personal Attributes

• Highly organized with the ability to manage complex portfolios without losing attention to detail or deadlines.
• Proactive problem-solver who anticipates risks and presents structured solutions.
• Collaborative with strong relationship-building skills to foster trust and credibility.
• Effective and adaptable communicator skilled at addressing both technical and executive audiences.
• Responsible and outcome-driven, committed to delivering tangible results.

Diversity and Inclusion

We value diversity and are dedicated to creating an inclusive environment. Applications from individuals of all backgrounds are encouraged, and all applicants will be considered without discrimination based on legally protected characteristics.