Customer Support Manager USA

Cubic Transportation Systems 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.

• Ensure adherence to companywide standards of card fulfillment practices.
• Responsible for hiring, firing and performance management for the fulfillment team,
• Leads the team on standard operating procedures, provides oversight on escalations of issues, resolve difficult and complex problems the fulfilment team and the customer.
• Prepares policies and procedures for B2B Customer Support and ensures adherence.
• Oversees the upcoming transition from the current system to the future system and the associated migration of all B2B customers, including end user training and communications.
• Assures projects are accomplished within budget, schedule and contractual requirements.
• Coordinates and monitors all elements of assigned projects from conception to completion, including quotation development, sales order issuance, procurement, production, testing and delivery, ensuring adherence to budget, schedule and contract requirements.
• Maintains systems availability and reliability to agreed standards.
• Communicates effectively with both technical, non-technical and management personnel.
• Proposes and provides optimum solutions given business, technical, time and resource constraints.
• On escalation of Operational issues, provides technical analysis and resolution/management of resolution. Scope may span hardware, infrastructure, customer service, applications or mechanical issues.
• Contributes to technical designs/specifications and evaluates solutions for front end/back-office systems/devices.
• Provides technical project management support to Cubic projects.
• Provides planning and budgeting input for the organization.
• Prepares key performance indicators and evaluates performance against them.
• Forecasts consumables (e.g. cards, tickets, receipt paper) and plans purchases in a way that ensures adequate safety stock levels and financial predictability
• Develop and implement plans to mitigate end-user concerns.
• Develop and recommend process and systems improvements aimed at improving efficiencies and performance.
• Work closely with Cubic entities and third party subcontractors to ensure that system solutions and processes meet customer and other stakeholder needs. Manage the operational aspects of these solutions.
• Recommend Business Rules and compose and manage the standard operating procedures addressing program requirements.
• Serve as main point of contact for all Card Fulfillment and B2B stakeholders.

Employee