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Umo Program Manager

4 months ago

San Diego, California, United States Cubic Full time
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

Job Details:
Job Summary:

We're looking for a Program Manager to join our dynamic and growing team of Umo customer delivery Program Managers. As a customer delivery Program Manager, you will manage the onboarding and customer success of public transit agencies subscribing to Umo, Cubic's breakthrough software-as-a-service fare collection platform.

The Program Manager provides technical and operations support, training, and consultation to new and existing clients. Working closely with customers, the product team and other Program Managers, the Program Manager is responsible for a new client's transition from its legacy fare collection system to Umo, providing product/service information, advice on best practices, system training for employees, platform configuration and ongoing service as the primary liaison between the client and the broader Umo. The PM also serves as the long-term account manager, supported established clients by answering how-to questions, monitoring, and promoting increased passenger adoption, providing technical support and configuration changes, and introducing new features.

This position typically works under limited supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Who we're looking for:

We're looking for someone with a passion for the customer, sees what needs to be

done and works collaboratively with all stakeholder to achieve customer outcomes by applying their project management and customer management excellence. They should spend time obsessing every day on how to work with the customer, internal teams, and suppliers to deliver on our project commitments to customers. We put a lot of trust and faith in our team members and this person must instinctively know how to use that for the betterment of our projects, customers, and team.

You will be highly organized with excellent planning and communication skills. You are comfortable with technology and managing technology implementations.

The role offers an opportunity to join a dynamic team that is passionate about making the everyday use of public transportation better for millions of riders. You will join a team that has a proven success record of winning and delivering projects.

With our growing customers base being distributed all over the country, the role can be located anywhere in the United States. A proximity to an airport with reasonable connectivity is desirable as the role will require occasional travel in support of customers and projects.

What you'll be doing:
Complete new implementations using a standard implementation approach customized to meet the needs and circumstances of each client. Serve as the primary point of contact for projects with all levels of customer, staff from senior management to various line functions (e.g. maintenance, bus operations, customer service) Control project risk through team identification of risk, risk quantification, and develop risk mitigation strategies Create and manage project schedules in close coordination with the client and in support of the client's objectives for the program Conduct periodic program implementation and status review meetings with clients to identify current and future tasks Arrange and facilitate customer meetings Interface with client staff to explain and determine platform configuration choices, review, and resolve technical and scheduling issues, and respond to all customer technical and operational questions with assistance from other team members, when required Frequently update the implementation checklist as a method to track progress and inform other supervisors, Cubic team members and the client of program status and key decisions Perform technical/operations training to agency staff and trainers Serve as the primary point of contact for tier 2 technical support for all assigned clients, including the performance of extensive research, analysis, and documentation of reported issues For mature programs, continuously monitor passenger use of the platform, identify gaps, and collaborate with client staff to leverage platform features to increase overall use/transaction volume Responsible for supporting business development efforts for prospective clients including attendance at industry conferences and other promotional events and participating in formal vendor interviews Accept, document and process product orders from clients and coordinate with vendors and support staff to fulfill those orders Accept, document and process platform configuration change requests from clients Perform vehicle and facility surveys and create hardware installation plans Oversee and support subcontractors assigned to programs, particularly for hardware installation, and ensure that cost, quality, and schedule requirements are met Receive, assess, and document client requests for new product features Ensure that all contract obligations are met Minimum Job Requirements:
Ability to deal effectively with a wide variety of technical, operational and client relationship issues Strong organizational and time management skills with demonstrated ability to effectively prioritize and complete multiple, overlapping tasks Effective communication skills in both verbal and written forms with all levels of internal and client management and staff. Proven exceptional interpersonal skills. Experience in performing technical training and speaking to large groups Must be a proactive leader who is decisive and action-oriented and self-motivated to work independently Four-year college degree or equivalent, or work experience demonstrating the required skills to perform the role Minimum of 8 years of experience in managing concurrent programs or projects Ability to travel within the US up to 15% Must be able to support all time zones Hybrid position on the West Coast preferred, but can be anywhere in the USA. #LI-hybrid Highly desirableExperience with software-as-a-service (SaaS) or platform-as-a-service (PaaS) solutions Experience implementing electronic fare collection systems, working in the public transportation industry or other environments were the project requires the deployment of devices connected to a cloud hosted software system Experience with technology solutions used for fina.