Senior Program Manager, Customer Success Operations

Cubic Corporation

. Own end-to-end execution of a portfolio of complex operational programs, managing scope, milestones, dependencies, risks, and deliverables .

Posted 9/29/2026full-timeSydney • AustraliaSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing complex, cross-functional programs with a focus on operational excellence, process design, and governance frameworks. Proficient in developing actionable insights and performance metrics to drive customer success and operational improvements.

Highest-signal resume keywords

Program ManagementOperational Process DesignGovernance FrameworksITIL PracticesCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementOperational Process DesignGovernance FrameworksPerformance MetricsRisk ManagementRoot-Cause AnalysisCustomer Success StandardizationReporting StandardsService DeliveryCross-Functional Program Execution

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationRelationship BuildingAutonomy in Decision-MakingProblem-Solving

Tools & Technologies

ExcelPowerPointProject Management ToolsServiceNowMSD CRMBI/Data Visualization Platforms

Industry Keywords

Complex OrganizationsMatrixed OrganizationsFinOps ConceptsCost-to-Serve AnalysisP&L ReportingCentre of ExcellenceGlobal OperationsPublic-Sector TechnologyHigh-Availability Managed Services

Tech Stack

Tools & technologies

ServiceNow

About the role

Key responsibilities & impact

Own end-to-end execution of a portfolio of complex operational programs, managing scope, milestones, dependencies, risks, and deliverables
Lead programs spanning multiple functions, regions, or workstreams and resolve blockers and risks
Develop mitigation plans and recommendations for the Senior Manager
Maintain program context, history, progress documentation, and continuity
Contribute to program scope and objectives
Design, build, and improve operational processes, playbooks, SOPs, and governance frameworks
Identify systemic process gaps and lead root-cause improvement initiatives
Maintain accurate, accessible, and current process documentation
Shape Customer Success standardization and ways of working
Produce operational reporting, performance metrics, risk summaries, trend analysis, and actionable leadership insights
Prepare Monthly Operating Review materials and governance inputs
Track cross-functional action items through closure and escalate delays
Lead cross-functional working groups and coordination forums
Build relationships with Global Tech Ops, Financial Services, Data Analytics, and Business Operations
Represent Customer Success Operations in cross-functional discussions
Resolve functional misalignments proactively
Develop onboarding materials, training content, and learning paths for Customer Success roles
Provide informal guidance to Program Managers
Lead rollout of new processes and tools, including enablement sessions and adoption tracking
Lead customer-facing reporting packages and QBR inputs
Support CS leaders and SDMs with customer operational forums and executive briefings
Contribute to leadership and customer-level operational updates

Requirements

What you’ll need

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 in transit, payments, public-sector technology, or high-availability managed services environments
Preferred: familiarity with FinOps concepts, cost-to-serve analysis, or P&L reporting in a services context
Preferred: exposure to CRM platforms (e.g., MSD CRM), service management tools (e.g., ServiceNow), or BI/data visualization platforms
Preferred: experience supporting or operating within a Centre of Excellence (CoE) model
Preferred: background working across NAM, EMEA, and APAC teams in a global organization

Benefits

Comp & perks

Inclusive workplace commitment
Non-discrimination based on any protected characteristic under applicable law