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About the Role

The Regional Head of Customer Success (RHCS) is the senior customer-facing leadership role for Global Services within a defined geographic region. This role carries end-to-end accountability for customer outcomes across Contact Center, Technology & Service Operations, Financial Services, and Field Services, spanning both active deployment programs and steady-state service operations. The RHCS operates as the single point of regional accountability for service governance, escalation management, and customer satisfaction, ensuring alignment and execution to Global Services standards.

Responsibilities

Serve as the senior customer success leader for the region, accountable for the quality, consistency, and outcome of all customer-facing service activity across deployment and operations.
Set the standard for customer engagement across all four Lines of Service and drive a customer-first culture.
Ensure all Lines of Service are mobilized, coordinated, and executing to contracted scope and schedule during active deployment phases.
Coordinate readiness activities across Contact Center, Technology & Service Operations, Field Services, and Financial Services ahead of major go-lives and change events.
Ensure SDMs are embedded and effective across all active deployment programs within the region.
Ensure contracted SLAs and KPIs are consistently met or exceeded across all programs and Lines of Service in steady-state operations.
Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling.
Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures.
Act as the primary escalation point of contact for SDMs across programs within the region.
Coordinate service delivery across all four Lines of Service to ensure seamless, integrated customer outcomes.
Resolve cross-functional dependencies, manage service handoffs, and ensure no program or customer falls through the gaps between service functions.
Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship.
Ensure SDMs implement best practices in service governance, customer engagement, and escalation handling.
Coordinate the activities of dotted-line resources, including SDMs, Business Analysts, Release Management & Planning functions, and Technical Account Managers, across programs in the region.
Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs within the region.
Identify best practices from individual programs and drive replication across the regional portfolio.

Requirements

Bachelor’s degree in Business, Engineering, Information Technology, or a related discipline
12+ years of experience in service delivery, managed services, or mission-critical operations
Demonstrated experience managing complex, multi-program service portfolios in a matrixed environment
Proven track record of owning senior customer escalations and driving resolution across cross-functional teams
Strong ITIL-based service management expertise with practical application in live operational environments
Solid financial and commercial acumen, including cost-to-serve awareness and margin contribution understanding
Experience in transit, transportation systems, fare payments, or regulated technology environments
Demonstrated ability to lead and influence without direct authority across dotted-line and matrix reporting structures
Experience leading global or multi-region services in a matrixed organization
Exposure to PCI DSS, ISO 27001, or similar compliance and security frameworks

Work Type

Employee

Experience Level

12+ years of experience

Education Level

Bachelor’s degree

Salary/Compensations

$190,000.00 - $210,000.00

About the Company

Cubic 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.
Cubic is committed to solving global issues through innovation and service to its customers and partners.
The company has a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD).

Equal Opportunity

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.