At a Glance
- Tasks: Lead and execute complex operational programs to enhance customer success.
- Company: Join Cubic, a leader in transportation technology and defence solutions.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Dynamic role with global collaboration and career advancement opportunities.
- Why this job: Make a real impact by improving processes and driving strategic initiatives.
- Qualifications: 10+ years in program management with strong communication and organisational skills.
The predicted salary is between 66150 - 80850 £ per year.
Business Unit:
Cubic Transportation Systems
Company Details:
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.
We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details:
Job Summary
The Customer Success Operations Senior Program Manager is an experienced individual contributor responsible for leading and executing complex, high-impact operational programs across the Customer Success organization and its cross-functional partners. Reporting to the Customer Success Operations Senior Manager, this role operates with a higher degree of autonomy than a Program Manager, owning more complex program portfolios, driving strategic improvement initiatives, and providing informal guidance to less experienced team members.
The Senior Program Manager is a subject matter authority on how Customer Success operates, using that expertise to design better processes, elevate reporting quality, and drive cross-functional alignment across Global Tech Ops, Financial Services, Data Analytics, and Business Operations. This role is accountable for ensuring that the programs it owns deliver measurable outcomes and that the operational standards they produce are adopted, embedded, and sustained across the organization.
Key Responsibilities
Senior Program Ownership & Execution
- Own end-to-end execution of a portfolio of complex operational programs, managing scope, milestones, dependencies, risks, and deliverables with a high degree of independence.
- Lead programs that span multiple functions, regions, or workstreams, maintaining clarity on priorities and driving timely resolution of blockers and risks.
- Anticipate issues before they escalate; develop and execute mitigation plans and bring recommendations rather than just problems to the Senior Manager.
- Serve as a senior point of continuity for programs, ensuring context, history, and progress are well-documented and transferable.
- Contribute to the definition of program scope and objectives, not just execution of defined plans.
Process Design & Operational Standards
- Design, build, and improve core operational processes, playbooks, SOPs, and governance frameworks for assigned program areas, with a focus on scalability and long-term adoption.
- Identify patterns across programs and functions that point to systemic process gaps; propose and lead improvement initiatives that address root causes, not just symptoms.
- Ensure process documentation is accurate, accessible, and actively used rather than archived; lead periodic reviews to keep materials current.
- Act as a senior voice in shaping how Customer Success standardizes its ways of working, contributing to decisions that affect the broader team.
Reporting, Governance & Insights
- Produce high-quality operational reporting for assigned programs, including performance metrics, risk summaries, trend analysis, and actionable insights for leadership.
- Lead preparation of Monthly Operating Review (MOR) materials and other governance inputs, ensuring pre-reads are data-accurate, narrative-strong, and decision-ready.
- Identify opportunities to improve the quality, consistency, and efficiency of reporting across the team; bring recommendations to the Senior Manager.
- Track and drive cross-functional action items through to closure, maintaining accountability at the right levels and escalating delays with context and proposed resolution.
Cross-Functional Coordination & Influence
- Lead cross-functional working groups and coordination forums for assigned programs, driving decision-making, clear ownership, and follow-through.
- Build trusted working relationships with counterparts in Global Tech Ops, Financial Services, Data Analytics, and Business Operations; use those relationships to remove friction and accelerate outcomes.
- Represent Customer Success Operations credibly in cross-functional discussions, bringing both operational knowledge and strategic context to the conversation.
- Identify misalignments between functions early and work to resolve them proactively, escalating to the Senior Manager where needed.
Enablement & Team Contribution
- Develop and maintain onboarding materials, training content, and learning paths for CS roles, ensuring content reflects current processes, tools, and standards.
- Provide informal guidance and support to Program Managers on their programs, sharing expertise and helping less experienced team members develop their skills.
- Lead the rollout of new processes and tools within the team, including preparing enablement materials, running sessions, and tracking adoption.
- Contribute to the broader team's ways of working, bringing ideas for improvement and supporting a culture of continuous learning.
Customer-Facing & Executive Support
- Lead preparation of customer-facing reporting packages and QBR inputs for assigned programs, ensuring materials are consistent, data-backed, and aligned with agreed KPIs.
- Support CS leaders and SDMs in preparing for customer operational forums and executive briefings, providing accurate operational context and analysis.
- Contribute to operational updates presented at leadership and customer level as directed, with the ability to present independently where appropriate.
Qualifications & Experience
- Bachelor's degree in Business, Operations, Information Technology, or a related discipline (or equivalent experience)
- 10+ years' experience in program management, operations, or service delivery roles within complex, matrixed organizations
- Demonstrated ability to independently manage complex, cross-functional programs from initiation through to closure with measurable outcomes
- Experience designing and implementing operational processes, governance frameworks, and reporting standards at scale
- Strong working knowledge of ITIL practices or structured service delivery frameworks
- Proficient in program tracking tools, reporting platforms, and productivity suites (e.g., Excel/Sheets, PowerPoint, project management tools)
- Strong written and verbal communication skills; experienced in preparing governance materials and presenting to senior stakeholders
- Comfortable operating with autonomy and making sound judgments in ambiguous situations
Preferred Experience
- Experience in transit, payments, public-sector technology, or high-availability managed services environments
- Familiarity with FinOps concepts, cost-to-serve analysis, or P&L reporting in a services context
- Exposure to CRM platforms (e.g., MSD CRM), service management tools (e.g., ServiceNow), or BI/data visualization platforms
- Experience supporting or operating within a Centre of Excellence (CoE) model
- Background working across NAM, EMEA, and APAC teams in a global organization
Personal Attributes
- Deeply organized: manages a complex program portfolio without losing precision on details, deadlines, or follow-through.
- Proactive and solutions-oriented: identifies risks and improvement opportunities early and brings structured recommendations to resolve them.
- Collaborative and credible: builds strong cross-functional relationships and earns trust through consistent, high-quality execution.
- Clear communicator: writes and presents with structure and confidence; adapts easily from working-level to executive audiences.
- Accountable and outcome-focused: takes ownership of results, not just tasks, and drives programs through to meaningful closure.
Worker Type:
Employee
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.
Customer Success Operations, Senior Program Manager employer: Cubic
Cubic Transportation Systems is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a Service Performance Specialist to thrive. With a commitment to employee growth, you will have access to continuous improvement projects and the opportunity to work alongside talented teams dedicated to enhancing transportation solutions. Located in a dynamic environment, Cubic offers a supportive workplace where your contributions directly impact the success of our services and the satisfaction of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Operations, Senior Program Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cubic. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cubic before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Operations, Senior Program Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cubic:Your cover letter is your chance to shine! Tell us why you want to work at Cubic specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cubic!
How to prepare for a job interview at Cubic
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
