Q2 · 12 hours ago
Senior Manager, Support Operations Enablement
Austin, TX
Full-time
Hybrid
Senior Level, Lead/Staff
10+ years expQ2 is a leading provider of digital banking and lending solutions to banks, credit unions, alternative finance companies, and fintechs. They are seeking a dynamic and customer-focused leader to lead the strategy and execution of team member training, enablement, and technical engagement programs designed to enhance customer satisfaction and long-term value.
Financial ServicesFinTech
No H1B
Responsibilities
Lead the Insights function to deliver accurate, actionable reporting across volume, performance, escalations, and customer experience
Translate operational data into clear narratives and recommendations for senior leadership
Identify trends and systemic issues, connecting insights to delivery and continuous improvement actions
Oversee Workforce Management to ensure accurate forecasting, staffing alignment, and workload balance across teams
Partner with Support leadership to proactively manage service levels and capacity risks
Ensure KPIs are clearly defined, consistent, and tied to operational outcomes
Lead Technology Operations Support to ensure tools, workflows, and systems effectively enable frontline teams
Identify systemic tooling gaps and partner with Product and Engineering on prioritization and delivery
Ensure operational readiness and stability of Support systems
Build a culture of accountability, transparency, and continuous improvement
Drive alignment across teams without direct authority, ensuring shared accountability
Develop models to prioritize training interventions based on throughput impact, cost of nonconformance, and operational velocity
Qualification
Required
Typically requires a Bachelor's degree in (relevant degree) and a minimum of 10 years of related experience; or an advanced degree with 6+ years of experience; or equivalent relevant work experience
Typically requires 2-5 years managing and developing employees
8–10+ years of experience in operations, program delivery, analytics, or support enablement roles
Proven ability to lead complex initiatives across multiple stakeholders
Strong technical acumen, with experience enabling customers or teams on complex software platforms, APIs, or integrations
Demonstrated success in developing training programs that improve agent productivity, product knowledge and customer satisfaction
Excellent communication, facilitation, and stakeholder management skills
Familiarity with workforce management, analytics platforms, and support tooling
Ability to manage multiple priorities in a dynamic environment and drive alignment across departments
Preferred
Certifications in instructional design, learning technology, or customer experience management (e.g., CPTD, CXPA, PMP, or Agile)
Experience leading large-scale training or enablement initiatives in a technical environment
Familiarity with AI-driven learning analytics or customer journey mapping tools
Benefits
Health & Wellness
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”
Company
Q2 is a Financial Services company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jonathan Price
Chief Financial Officer
Himagiri Mukkamala
Chief Operating Officer
Recent News
2025-11-18
Company data provided by crunchbase