Senior Program Manager of Customer Success Operations, Cubic

• 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
• 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
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Desirable

• 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
• 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