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About the Role

Q2 is seeking a data-driven Workforce Management - Capacity Planning and Sr. Global Operations Analyst who can dive into details and tell a data-driven story by understanding business strategy, the internal/external landscape, talent supply, and workload demand. This is a hands-on forecasting leadership position requiring direct operational experience to build and provide short and long-term forecasts. The role involves developing accurate forecast models using various data sources, forecasting tools, industry techniques, and methodologies. The successful candidate will possess superb business judgment, a track record of successful relationship management, and strong analytical acumen. This position requires an individual who can work autonomously in a demanding and ambiguous environment with strong attention to detail and exceptional organizational skills. You will partner closely with leaders across the business, finance, and human resources to accurately forecast headcount demand and scenario plan based on a quickly evolving business and people strategy, identifying issues and opportunities within operational performance, process adherence, and quality.

Responsibilities

Build and own a Capacity Planning and Workforce Management capability to support both large scale data initiatives and smaller specialized initiatives with a global footprint.
Create, maintain, and manage Capacity Planning systems and processes that can adapt to dynamic product changes.
Accurately forecast work volume, staffing levels, and resourcing needs to enable operations teams to achieve strategic goals and optimize operations outcomes.
Analyze historical trends and provide business recommendations and inputs to enhance and improve the Capacity Planning and Workforce Management cycle.
Establish and own end-to-end detailed tracking and control processes for headcount, capacity, and budget management across complex global operations.
Mitigate capacity risks and provide capacity levers by managing dependencies across multiple operating units and sites.
Prepare and deliver periodic executive-level updates on status, insights, and trends to help inform and guide critical business decisions.
Develop and coordinate the compilation and distribution of daily, weekly, monthly and quarterly reports on Support performance, efficiency, effectiveness, and usage trends.
Perform trend analysis using data provided from department tools and create reporting for proactive remediation.
Collaborate with Directors and Managers of Support daily and weekly to level set on data provided and trend reporting.

Requirements

Typically requires a bachelor’s Degree in related field and a minimum of 8+ years of demonstrated success in Capacity Planning, Workforce Management, and data analysis in a fast-paced contact center environment or related work setting.
Experience building executive-level reports in Power BI.
Experience in capacity planning across multiple channels, long-term forecasting, and workload distribution.
Demonstrated excellence in creating engaging and clear reporting.
Experience with statistical systems/workforce management systems and how they relate to supporting operations.
Ability to empathize with Team Leaders by seeing things from their perspective; servant leader mentality.
Energetic, positive, "can-do" attitude in all interactions, coupled with a desire to help others achieve their goals.
Experience defining program requirements and using data and metrics to determine improvements.
Proven track record of navigating through ambiguous situations.
Proven track record of earning trust and influencing across the organization and leading others cross-functionally to deliver on projects and goals.
Experience working with decentralized teams on global projects.
Proven experience with SQL, Salesforce, and MS Excel.
Comfort with complex algorithms and statistical inference.
Excellent communication and interpersonal skills and an ability to effectively communicate with both business and technical teams.
Fluent written and oral communication in English.
Applicants must be authorized to work for any employer in the U.S.
Unable to sponsor or take over sponsorship of an employment Visa at this time.

Skills

Capacity Planning
Workforce Management
Data Analysis
Power BI
SQL
Salesforce
MS Excel
Complex algorithms
Statistical inference
Communication
Interpersonal skills

Location

Austin

Work Type

Hybrid

Experience Level

8+ years

Education Level

Bachelor's Degree

Benefits

Hybrid Work Opportunities
Flexible Time Off
Career Development & Mentoring Programs
Health & Wellness Benefits, including competitive health insurance offerings and generous paid parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs
Employee Peer Recognition Programs – “You Earned it”

About the Company

Q2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs in the U.S. and internationally.
Our mission is simple: build strong and diverse communities through innovative financial technology—and we do that by empowering our people to help create success for our customers.
We celebrate our employees in many ways, including our “Circle of Awesomeness” award ceremony and day of employee celebration among others!
We invest in the growth and development of our team members through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships.
We hold an annual Dodgeball for Charity event at our Q2 Stadium in Austin, inviting other local companies to play, and community organizations we support to raise money and awareness together.
Our Culture & Commitment: We’re proud to foster a supportive, inclusive environment where career growth, collaboration, and wellness are prioritized.
And our benefits go beyond healthcare—offering resources for physical, mental, and professional well-being.
Q2 employees are encouraged to give back through volunteer work and nonprofit support through our Spark Program (see more).
We believe in making an impact—in the industry and in the community.
In 2004, Q2 founder Hank Seale set out to build a different kind of company.
Our mission, to build strong and diverse communities by strengthening their financial institutions, is at the heart of everything we do.
Our vision is to create meaningful financial experiences throughout the financial journey so our customers can focus on building lasting relationships with their account holders.
To get there, we combine the must-haves of digital banking – feature functionality, operational excellence and integrations – with the next-generation of technology principles: data-driven insights, open technology and design thinking.
We call this philosophy FinX, and it spans everything we do, from product development and platform architecture to how we hire.
Values Providing superior software and service starts with our purpose-built culture, defined by our Ten Guiding Principles.
These principles were established by Hank Seale, our founder, and have served as a constant reminder of how Q2 employees should conduct themselves with peers, customers, and partners for 15 years.
Building something different and special takes the right kind of people, and we hope you’ll join our team.

Equal Opportunity

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, or veteran status.
Applicants in California or Washington State may not be exempt from federal and state overtime requirements.