Director, Customer Experience Operations

Why Join Q2?

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.

What Makes Q2 Special?

The Job At-A-Glance:

Leverage your expertise to optimize the CXO Office’s (GTO) execution as our Director, Customer Service Operations. This high-impact role reports directly to the Chief Customer Experience Officer (CXO) and empowers you to shape strategic initiatives, elevate project delivery, and lead a talented team of program/project management professionals, quality engineers, trainers. You'll be a critical member and thought leader on the CX senior leadership team, navigating ambiguity, anticipating challenges, and delivering impactful results across the company. You’ll thrive in this dynamic role if you're an adaptable leader who is a gifted communicator, highly organized, and can inspire strong cross-functional collaboration. 

A Typical Day:

• Empowering your team to do their best work.  
• Influencing and collaborating with the CXO and the CX senior leadership team in strategic planning, tackling complex challenges, and making informed decisions. 
• Fostering accountability for the CX senior leadership team by facilitating critical conversations and focusing on achieving strategic objectives. 
• Orchestrating the timely execution of the CX project portfolio by collaborating with business owners, defining expectations on deliverables, and ensuring accountability for optimal outcomes. 
• Driving CX's success through impactful OKR implementation, empowering teams to define ambitious goals, leverage Q2’s tools and resources, and drive strategic results.  
• Championing a culture of success with an emphasis on continuous improvement and professional growth through team brainstorming sessions and feedback loops. 

Bring Your Passion, Do What You Love. Here's What We're Looking For:

• Bachelor’s degree required and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent relevant work experience. 
• Minimum of 5-7 years managing and developing employees.
• Experienced with 10+ years in a similar role in a similar environment as Q2 preferred. 
• Fluency in the agile discipline and PMP certified (strongly preferred). 
• Track record of successfully directing multiple teams and experience personally leading IT projects and programs; confident in technical discussions with diverse stakeholders. 
• Able to expertly engage audiences at all levels of the organization, articulating complex ideas with clarity and persuasion, in live environments and in written communication. 
• Experience directly advising and partnering with executive leadership teams. Able to handle confidential information with discretion. 
• Thrive and flourish in a fast-changing environment; can solve problems without all the answers by being resourceful and learning quickly. 
• Self-driven leader who can motivate others through example, create a sense of urgency, energy, and ownership.  
• Naturally able to lead and influence without direct authority. 
• Adept at prioritizing and efficiently handling a wide range of responsibilities. 
• Deeply analytical; able to extract key insights from data and translate them into actionable decisions. 
• Possess strong emotional intelligence, project a diplomatic demeanor and a cooperative nature even in stressful situations. 
• Available during business hours and occasionally by phone after-hours as needed for impromptu collaboration. 
• A good sense of humor always helps!

This position requires fluent written and oral communication in English.

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

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”

Click here to find out more about the benefits we offer.

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. Click here to find out more about the benefits we offer. 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.

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