Strategic CS Ops Programs Lead

2094 Cubic Transportation Systems (Australia) Pty Limited; Wellington; On-site; NZD 100,000 - 140,000; Full time

Job summary

Cubic Transportation Systems is seeking a Customer Success Operations Senior Program Manager in Wellington, NZ. You will own and drive complex operational programs across Global Tech Ops, Data Analytics, and Business Operations, delivering measurable outcomes and scalable processes.

With 10+ years of program management experience, you will design governance frameworks, lead cross-functional teams, and mentor junior managers while delivering high-quality reporting and stakeholder alignment.

Qualifications

• 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
• Proven ability to independently manage complex cross-functional programs from initiation to closure
• Experience designing operational processes, governance frameworks, and reporting standards at scale
• Strong ITIL knowledge or structured service delivery frameworks
• Proficient in Excel/Sheets, PowerPoint, and project management tools
• Excellent written and verbal communication skills; able to present to senior stakeholders
• Autonomy with strong judgment in ambiguous situations

Responsibilities

• 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 escape; 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
• 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
• 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
• 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
• 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
• 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

Skills

Program management

Operations

Stakeholder management

Strategic thinking

Communication

Education

Bachelor's degree in Business, Operations, Information Technology, or related field

Tools

Excel/Sheets

PowerPoint

PM tools

Job description

Cubic Transportation Systems is seeking a Customer Success Operations Senior Program Manager in Wellington, NZ. You will own and drive complex operational programs across Global Tech Ops, Data Analytics, and Business Operations, delivering measurable outcomes and scalable processes.

With 10+ years of program management experience, you will design governance frameworks, lead cross-functional teams, and mentor junior managers while delivering high-quality reporting and stakeholder alignment.