Senior Manager, Service Operations - Los Angeles, CA

Business Unit: Cubic Transportation Systems 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. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com. Job Details: Job Summary: Reporting to the VP of Service Operations this position is responsible for all activity related to the efficient and effective provision of service on defined contracts to meet contractual obligations on services projects with services revenue $20 million or greater in value. They will build and maintain strong customer relationships for service operations and act as the senior point of contact for the customer or a point of escalation. This role includes oversight and/or management of functional leaders, ensuring contract management and delivery services are appropriately executed. This role is responsible for periodical reporting for the contract, inclusive of customer led audit functions are complete, accurate and to schedule. The role holder is responsible for all change orders, proposals, and business development that is scope centric to their areas. This position will work with internal departments to develop and facilitate business improvement solutions that support effective and efficient customer focus, inclusive of but not limited to device defects, device improvement initiatives and new device solutions. The position may also have leadership and management of a service delivery team and is responsible for the performance and outputs of that team. This position works under limited supervision and exercises regular decision-making authority. Essential Job Duties and Responsibilities: Build and maintain a strong working relationship with multiple customers. Service Operations P&L owner for given region, responsible for ensuring AOP compliance YOY in partnership with finance. Oversee and monitor the delivery of contractual obligations within the parameters of the assigned contract, including the reporting of contract performance and management of customer requirements Work with Customer Services, Engineering and sub-contractors in managing and meeting key metrics including Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) which stimulate growth and performance. Management of the financial performance of the assigned contract Identify and promote opportunities to reduce operating costs. Generate additional revenue via variation orders in collaboration with internal teams. Identify and where appropriate implement process improvements or other changes to enhance the Customer Service organization. Senior point of contact for assigned contract/s and point of escalation including technical or performance queries and downtime exemption applications. Provide guidance to team on problem resolution. Escalate or resolve issues as appropriate. Work with internal teams to develop end of life estimates, performance impact statements maintenance and recovery plans Collaborate with the Growth team for change order support and to identify new business opportunities and participate in bids as needed. Manages multiple programs in accordance with contracts and policies, procedures and department instructions. Act as the lead in customer discussions on potential or proposed contractual changes. Prepare and distribute detailed technical and performance reports or statistics as required by internal and external stakeholders. Work with internal analysts to identify trends and insights. Undertake contract level performance management resolution. Resolve or escalate as required. Work with project management and other internal teams to plan and deliver system upgrades and variation orders where reasonable and appropriate. Ensure internal and external contractual commitments are achieved within the parameters of performance standards and budgetary constraints. Minimum Job Requirements: Skills knowledge and experience: Extensive experience in a leading role within a contracts management or customer service environment Proven track record of leading a high performing team and achieving results Ability to demonstrate a track record of generating business growth Ability to demonstrate detailed knowledge of performance measurement techniques and their application Experience of interpreting and analyzing large volumes of complex data Ability to effectively communicate verbally and in writing, make presentations and conduct negotiations with customers. Self-motivated and able to motivate others Effective influencer, capable of producing high standards of work through cross functional teams Effective delegator and developer of others Able to manage and prioritize multiple tasks to meet deliverables Flexibility to change and adapt into varying working practices Education and qualifications Minimum of 15 years of related experience with a Bachelor’s degree; or 12 years and a Master’s degree; or a PhD with 8 years experience; or equivalent experience. The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need. ‎ Cubic Pay Range: $165,000.00 - $220,000.00 benefits. ‎ The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law. ‎ #LI-MD1 ‎ Worker Type: Employee Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges through innovation and service to our customers and partners. We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Cubic is dedicated to providing a comprehensive employee benefits program. All regular, full-time and part-time employees (working an average of 20 hours per week) are eligible for benefits that are effective on the first day of employment. Cubic offers medical, dental and vision insurance, company-paid disability (company continues full pay and benefits for up to six weeks), life insurance options, critical illness and accident coverages, Flexible Spending Accounts, a pre-paid legal plan, travel accident insurance, an award-winning well-being program which includes an employer-funded lifestyle spending account, up to six weeks of paid parental leave, and a 401k Retirement Plan with a company match. Employees can also take advantage of backup childcare, pet care, pet insurance, virtual tutoring, and a tuition reimbursement program. Many locations follow a 9/80 work schedule with time-off policies to help encourage employees to take time for rest and relaxation. Full-time salaried employees are eligible to participate in Cubic’s flexible time-off arrangement. Part-time and hourly employees accrue paid time-off (PTO)/Sick leave at a rate of 5.23 hours bi-weekly. Lastly, Cubic provides its employees 11 paid holidays throughout the calendar year. With a presence in over 60 countries and more than 5,000 employees worldwide, Cubic is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, national origin, military or veteran status, and any other basis protected by applicable law. For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com. Follow us on LinkedIn!

Salary : $165,000 - $220,000