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About the Role

Serve as the operating intelligence layer for Q2's global Customer Support organization, a 300-person, globally distributed team. This role drives organizational velocity, accountability, and intelligence across a complex, multi-region support operation. As an individual contributor with Director-level authority and influence, this position ensures critical decisions are made, commitments are met, programs deliver outcomes, and performance signals convert into action at scale.

Responsibilities

Own and govern the full cadence of business reviews, including weekly ops, monthly leadership, and QBRs.
Design review structure, ensure agenda adherence, and produce decisions with clear owners and timelines.
Build and maintain the support organization’s operating rhythm, ensuring critical decisions are surfaced, resolved, and acted on.
Develop pre-read packages, situation analyses, and decision frameworks to sharpen leadership discussions and accelerate issue resolution.
Continuously evaluate leadership team time allocation to maximize organizational value.
Maintain and govern the organization-wide action tracker for all commitments.
Identify stalled items, missed deadlines, and delay patterns, surfacing them for leadership intervention.
Hold Directors and Managers accountable for commitments with consistent follow-through.
Distinguish between items needing time and those needing intervention, escalating the latter before they become crises.
Own cross-functional commitment tracking, ensuring timely and quality delivery of support organization promises.
Run demand-based capacity modeling across support queues, forecasting volume and translating projections into headcount requirements.
Own the hiring pipeline in partnership with HR and Talent Acquisition, tracking requisition status, interview velocity, and offer stage.
Accelerate hiring by escalating TA delays, surfacing approval bottlenecks, and ensuring open roles fill at required pace.
Connect workforce data to operational outcomes, translating coverage gaps, attrition signals, and hiring lag into risk assessments with recommendations.
Partner with Workforce Management to align capacity models with scheduling actuals and real-time queue behavior.
Analyze performance data to find non-obvious signals, variation, and emerging risks.
Convert data into pointed insights that drive prioritization, investment, and intervention decisions.
Track leading indicators to surface problems when they are still correctable.
Own budget variance tracking, flagging overspend, identifying reallocation opportunities, and translating financial data into operational decisions.
Conduct periodic effectiveness reads on manager performance signals, team sentiment, and structural inefficiencies.
Own the portfolio of strategic initiatives, tracking progress, removing blockers, and ensuring sustained momentum.
Serve as the connective tissue between cross-functional partners (Product, Engineering, HR, Finance, Workforce Management) and the support leadership team.
Ensure improvements are adopted, reinforced, and measured through disciplined change management and outcome tracking.
Manage vendor performance, tracking SLAs, flagging delivery gaps, and surfacing contract risks.
Accelerate onboarding for new leaders, orienting them to the operating model, key relationships, and critical decisions.
Own end-to-end design and governance of Q2’s executive escalation program.
Define the problem with data, quantifying escalation volume, resolution patterns, and costs.
Design solution options with resource requirements, risk profiles, and expected outcomes for leadership decision-making.
Run a structured pilot with defined scope, success metrics, and exit criteria.
Execute a clean handoff by building playbooks, SLAs, escalation criteria, and governance models.
Maintain strategic oversight post-handoff, tracking trends and feeding pattern analysis into product, process, and training.
Surface organizational health signals absent from operational data, such as manager effectiveness gaps and structural friction points.
Translate observations into actionable organizational design recommendations and solutions.
Develop decision packages on complex organizational matters (people decisions, structural changes, cross-functional tensions).
Own communication strategy for the support organization, including leadership messaging, all-hands content, and executive updates.
Own the change management architecture for major transformations, ensuring programs land as real behavioral change.
Develop stakeholder and resistance maps for high-impact changes, identifying adoption risk and designing mitigation strategies.
Build adoption measurement frameworks to track new ways of working at 30, 60, and 90 days post-launch.
Treat change management as a continuous feedback loop.
Own the design and outcomes of leadership team forums, including quarterly offsites and annual planning sessions.
Assess the leadership team as an operating unit, identifying misalignment and driving targeted interventions.
Serve as a culture champion, ensuring in-office culture and team cohesion are managed with deliberate design.
Design and oversee engagement programs that build cohesion and reinforce operating norms.
Track leadership team development as an operational priority, addressing coaching needs and collective capability gaps.
Serve as the structured voice of the support business to AI tooling and product teams, gathering frontline intelligence.
Translate practitioner feedback into specific, actionable use cases for AI tooling.
Maintain visibility into AI tool friction, adoption shortcomings, and unmet needs, tracking in business reviews.
Ensure technology decisions reflect how work actually happens at the squad level.
Track post-deployment tool performance against expected outcomes and feed underperformance signals back to product and tooling teams.

Requirements

Bachelor’s degree with 15+ years of related experience; or advanced degree with 12+ years of related experience; or equivalent professional experience.
7+ years of progressive experience in business operations, strategy, or program management within a large, complex organization.
Demonstrated ability to build and govern operating systems (business reviews, accountability frameworks, initiative portfolios).
Strong analytical capability to convert workforce, financial, and operational performance data into insight and decisions.
Proven track record holding senior stakeholders accountable without formal authority.
Fluency in change management principles and adoption measurement.
Exceptional communication skills, including crisp written memos, sharp verbal synthesis, and sound judgment on escalation.
High tolerance for complexity and ambiguity, able to carry multiple high-priority workstreams simultaneously.
Experience in enterprise SaaS, technology, or similarly complex B2B environments.
Fluent written and oral communication in English.
Authorized to work in the U.S. (unable to sponsor or transfer employment visas).

Skills

Analytical capability
Change management principles
Adoption measurement
Communication
Complexity tolerance
Ambiguity tolerance
Building operating systems
Governing operating systems
Stakeholder accountability
Salesforce Service Cloud (familiarity)
Zendesk (familiarity)
JIRA (familiarity)
ServiceNow (familiarity)
Capacity planning (exposure)
Workforce management (exposure)
Demand forecasting methodologies (exposure)
Financial analysis (background)
Budget management (background)
Cost-to-serve modeling (background)
AI tool requirements gathering (experience)
Workflow observation (experience)
Voice-of-business research (experience)

Location

Austin, TX
In-person

Work Type

Full-time
Onsite

Experience Level

15+ years of related experience (with Bachelor’s degree)
12+ years of related experience (with advanced degree)
7+ years of progressive experience in business operations, strategy, or program management
Director-level authority
Senior operator

Education Level

Bachelor’s degree
Advanced degree
PMP certification (preferred)
Six Sigma certification (preferred)
Lean certification (preferred)

Benefits

Hybrid Work Opportunities (company-wide)
Flexible Time Off
Career Development & Mentoring Programs
Competitive health insurance offerings
Generous paid parental leave for eligible new parents
Community Volunteering & Company Philanthropy Programs (Spark Program)
Employee Peer Recognition Programs ("You Earned it", "Circle of Awesomeness")
Resources for physical, mental, and professional well-being

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.
Mission: Build strong and diverse communities through innovative financial technology by empowering people to create success for customers.
Vision: Create meaningful financial experiences throughout the financial journey, combining digital banking must-haves with next-generation technology principles (FinX).
Values: Purpose-built culture defined by Ten Guiding Principles, established by founder Hank Seale.
Celebrates employees with the “Circle of Awesomeness” award ceremony and employee celebration day.
Invests in employee growth and development through ongoing learning opportunities, mentorship programs, internal mobility, and meaningful leadership relationships.
Fosters trust and collaboration through events like the annual Dodgeball for Charity event at Q2 Stadium in Austin.
Encourages employees to give back through volunteer work and nonprofit support via the Spark Program.

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.