Regional Head of Customer Success

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, driving a customer-first culture across SDMs and dotted-line functions Ensure all Lines of Service are mobilized, coordinated, and executing to contracted scope and schedule during active deployment phases Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling Own regional escalation management across all programs to ensure timely resolution of high-severity incidents and complex service failures Coordinate service delivery across all four Lines of Service to ensure seamless, integrated customer outcomes Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role Drive consistent escalation handling practices across the region Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies 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 #J-18808-Ljbffr Jobtailor