Senior Manager, Fulfillment & Retail, North America

Cubic•Boston, MA

About The Position

Reporting to the Head of NAM (North America) Field Services and Fulfillment, The Senior Manager, NAM Fulfillment & Retail provides strategic and operational leadership for retail channel sales, fare media and transponder fulfillment, inventory management, and related support functions across Cubic Transportation Systems’ North American programs. This role is accountable for building a scalable, centralized operating model where applicable, driving service performance, managing key retail and supplier relationships, and ensuring cost-effective delivery that meets contractual, customer, financial, quality, security, and compliance requirements. This position leads strategies for retail network — including the transition from mass-market distribution to equity-focused access as contactless payments grow — fulfillment performance for fare media and toll transponders, product availability, inventory accuracy, demand planning, KPI governance, issue resolution, financial reporting, and continuous improvement. The Senior Manager serves as a senior point of contact for fulfillment and retail matters, and exercises substantial independent judgment in setting priorities, resolving complex issues, and supporting business growth including the development of fulfillment and retail as revenue-generating service lines.

Requirements

Bachelor’s degree, or equivalent experience, plus a minimum of twelve years of progressive experience in retail channel management, fulfillment, inventory, supply chain, customer operations, business process outsourcing, or a high-volume transaction-based environment.
Experience in transit, fare collection, tolling, payment systems, or local government/public sector service delivery is strongly preferred.
Experience managing operational teams, leaders, retail partner relationships, vendors, suppliers, or cross-functional stakeholders in a fast-paced, customer-focused multi-site or multi-program environment.
Strong knowledge of fulfillment operations, inventory management, demand forecasting, retail network operations, distribution processes, customer service operations, and contractual performance management.
Experience in evaluating or managing outsourced fulfillment (card bureaus, third-party logistics) is preferred.
Experience managing operating budgets, financial performance metrics, cost controls, and/or P&L-related responsibilities in an operational environment.
Demonstrated ability to develop strategy, manage complex programs, establish and improve KPIs, analyze operational and financial data, prepare meaningful reports, and translate insights into corrective actions and business improvements.
Strong business acumen, negotiation skills, relationship-building skills, and ability to influence retailers, customers, agency stakeholders, vendors, suppliers, and internal business partners at multiple levels.
Experience with commission model design or retail incentive structures is preferred.
Knowledge of PCI, PII, contractual compliance, operational governance, safety, security, and applicable regulatory requirements.
Excellent communication, organizational, analytical, problem-solving, project management, and change management skills, with the ability to manage competing priorities and lead through ambiguity.
Ability to travel up to 50% as required.

Responsibilities

Lead retail channel, fare media and toll transponder fulfillment, inventory, and related operational support functions across all NAM programs, ensuring service delivery, operational effectiveness, customer satisfaction, financial performance, and compliance with contractual requirements.
Develop and execute a centralized NAM retail and fulfillment strategy that drives cross-program standardization, scalability, service quality, customer experience, and long-term operating effectiveness.
Establish common processes, playbooks, and governance while accommodating program-specific contractual requirements.
Lead retail network strategy through the contactless payment transition, shifting from mass-market distribution to equity-focused access for unbanked and digitally underserved populations.
Monitor retailer health metrics and proactively intervene to prevent network atrophy as transaction volumes evolve.
Manage national chain retail relationships (e.g., CVS, Walgreens, 7-Eleven) across markets, driving toward consolidated master agreements that improve leverage, consistency, and retailer experience versus program-by-program negotiations.
Evaluate and drive POS technology strategy, including transition from proprietary retail hardware to software-based integrations on existing retailer POS platforms (e.g., Clover), reducing field services burden and lowering cost per retail location.
Manage assigned operating budgets, support P&L performance, monitor financial results, identify cost risks, and partner with Finance and Program leadership to improve profitability and contract performance.
Develop retail and fulfillment as revenue-contributing service lines with defined pricing, renewal targets, and margin accountability.
Establish, monitor, and report on contractual, operational, financial, and customer-facing KPIs; analyze trends; identify risks and performance gaps; and lead corrective actions.
Key fulfillment metrics include order-to-ship cycle time, orders per rep per hour, first-pass accuracy, cost per fulfilled order, and card stock days on hand.
Lead retailer, broker, vendor, and supplier strategy, including commercial negotiations, commission framework design and optimization across programs, service expectations, performance reviews, and cost optimization.
Serve as senior interface for transit and toll agency stakeholders, retail partners, fulfillment operations, vendors, suppliers, and internal leadership regarding performance, priorities, service requirements, risks, and escalations.
Partner with Integrated Supply Chain (ISC), Finance, Program Management, Services, Contracts, Quality, and other functional teams to forecast demand, manage replenishment, support invoicing, and achieve program objectives.
Provide field-level quality feedback on card stock, transponders, and retail devices as necessary through established quality feedback channels.
Oversee retail network implementation and optimization, including new product introductions, retailer onboarding, training coordination, point-of-sale materials, marketing collateral, and reporting tools.
Develop standardized onboarding playbooks deployable across all NAM programs.
Provide senior oversight of fare media (cards, tickets), toll transponders (NH E-ZPass), and related inventory across fulfillment and retail channels, ensuring accuracy, product availability, secure handling, and timely distribution.
Evaluate and manage third-party fulfillment bureau relationships where applicable.
Lead, coach, and develop assigned leaders and team members, including workforce planning, staffing, goal setting, training, performance feedback, recognition, succession planning, and accountability for operational and quality objectives.
Coordinate with offshore teams (India) for reporting, commission processing, and back-office fulfillment support functions.
Ensure fulfillment and retail processes, procedures, help desk support, facility operations, safety, security, documentation, and operational controls comply with PCI, PII, contractual, regulatory, certification, and company requirements.
Provide subject matter expertise and leadership support for program planning, new deployments, business growth opportunities, bid and proposal activities, and continuous improvement initiatives.
Contribute to CoE global standards development for retail and fulfillment operations.