Senior Manager, CS Operations & Programs

Cubic Corporation; United Kingdom; Remote; GBP 90,000 - 130,000; Full time

Job summary

Cubic Corporation is seeking a Customer Success Operations Senior Manager to lead a team of Program Managers and own the operating rhythms across global CS, Tech Ops, and Financial Services. You will standardize processes, playbooks and reporting, and drive MOR cadence with cross-functional action follow-through.

You will partner with Finance, Data Analytics, and Operations to ensure cost-to-serve optimization, SLA/KPI alignment, and scalable delivery.

Qualifications

• Bachelor's degree requirement (Business/Operations/IT) or equivalent experience.
• 5+ years in operations, program management, or service delivery within matrixed orgs, with people leadership.
• Experience designing and operationalizing standard processes, playbooks, and governance at scale; ITIL knowledge.
• Cross-functional relationship building across Engineering, Tech Ops, Finance and Operations; defining KPIs and dashboards.
• Strong facilitation and communication; able to run governance forums for senior leadership.
• Preferred: experience in transit, payments, public-sector tech, or regulated, high-availability environments; familiarity with FinOps, cost-to-serve, or P&L governance; exposure to ServiceNow or data visualization tools; global distributed teams.

Responsibilities

• Lead and develop a team of Program Managers, define execution quality and reporting standards, ensure governance practices, and coach cross-functional delivery teams.
• Define and continuously improve standard CS processes, playbooks, SOPs, process maps, templates, and job aids; maintain a CS playbook library.
• Own internal and customer-facing reporting, define KPIs, MOR cadence, and coordinate cross-functional action plans to closure.
• Ensure program management aligns with SLA/KPI frameworks, onboarding standards, and cost-to-serve optimization; drive adoption of tools and benchmarking models.
• Serve as primary coordination point between CS and Global Services; liaise with FinOps, Data Analytics, and Business Operations for tooling and automation.
• Build and maintain CS onboarding systems with role-based learning paths, job aids, shadowing plans, and readiness checklists; create training content.
• Prepare customer-facing materials and present operational insights in leadership forums with data-backed KPI updates.

Education

Bachelor’s degree in Business, Operations, IT, or related field

Job description

Cubic Corporation is seeking a Customer Success Operations Senior Manager to lead a team of Program Managers and own the operating rhythms across global CS, Tech Ops, and Financial Services. You will standardize processes, playbooks and reporting, and drive MOR cadence with cross-functional action follow-through.

You will partner with Finance, Data Analytics, and Operations to ensure cost-to-serve optimization, SLA/KPI alignment, and scalable delivery.