Regional Head of Customer Success, APAC

Company Details When you join Cubic, you become part of a company that 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. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners. Business Unit Cubic Transportation Systems Job Details Position Summary The Regional Head of Customer Success (RHCS) is the senior customer‑facing leadership role for Global Services within a defined geographic region. The role carries end‑to‑end accountability for customer outcomes across all four Lines of Service – Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services – spanning both active deployment programs and steady‑state service operations. The RHCS is the single point of regional accountability for service governance, escalation management, and customer satisfaction, ensuring that Service Delivery Managers, Technical Account Managers, Business Analysts, and Release Management & Planning resources are aligned and coordinated. While SDMs retain program‑level accountability, the RHCS provides regional leadership that drives consistency, escalation resolution, and continuous improvement across the portfolio. The role operates in a matrix environment; multiple SDMs and other dotted‑line resources report to the RHCS. The RHCS reports directly to the Senior Director, Customer Success and serves as the primary escalation and leadership interface between the regional program portfolio and the Global Services executive team. Key Responsibilities Regional Customer Success Leadership – 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. Deployment & Program Delivery Oversight – Mobilize, coordinate, and execute all Lines of Service during active deployment phases, ensuring readiness activities and proactive engagement. Service Operations & BAU Performance – Maintain SLA and KPI compliance, incident management, ticket resolution, and escalations in steady‑state operations. Escalation Ownership & Management – Own regional escalation management, act as primary escalation point for SDMs, coordinate cross‑functional responses, and provide visibility to leadership. Cross‑Line‑of‑Service Coordination – Coordinate service delivery across all four Lines of Service to ensure seamless outcomes and manage dependencies. SDM Performance & Capability – Provide coaching, performance oversight, and capability development to SDMs. Matrix Resource Coordination – Coordinate dotted‑line resources across programs to ensure alignment and contribution to regional outcomes. Standardization & Continuous Improvement – Reinforce governance cadence, reporting structures, KPI frameworks, and identify best practices for replication. Key Performance Metrics Escalation Resolution Time – Time to resolve high‑severity incidents. Client Satisfaction (CSAT / NPS) – Aggregated customer satisfaction and net promoter scores. SLA & KPI Compliance Rate – Percentage availability, response, and resolution metrics. Incident Resolution Effectiveness – Reduction in repeat incidents and mean time to resolution. Unclosed Ticket Volume – Count of open and aged tickets per program. Qualifications & Experience 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. 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. 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. Worker Type Employee 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. #J-18808-Ljbffr