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Q2 · 1 day ago

Sr. Manager, Support Operations Enablement

Austin, Texas Metropolitan Area

Full-time

Hybrid

Senior Level, Lead/Staff, Director/Executive

6+ years exp

Q2 is a company dedicated to delivering mobile banking solutions to financial institutions and fintech clients. They are seeking a dynamic leader to enhance customer experience through training and enablement programs, focusing on operational excellence and team development.

Financial ServicesFinTech

No H1B

Responsibilities

Develop and implement comprehensive training strategies covering operational processes, quality systems, compliance, and best practices across team member experience

Act as Customer Experience Operations Subject Matter Expert to enhance development and continuous improvement of onboarding and job qualification programs, to ensure support staff are productive, compliant, and competent

Partner with L&D on continuous improvement of agent productivity, and upskilling programs for support staff

Establish and execute remedial training programs tied to workmanship trends, audit findings, and defect root cause data

Serve as lead for key operations initiatives and partner with subject matter experts to ensure accuracy and relevance of content

Collaborate cross-functionally to define and implement best practices for onboarding, product proficiency, and career growth

Ensure training programs support key customer metrics such as Balanced Scorecards related to process efficiency, quality control, as well as NPS, CSAT, and time-to-value

Serve as the operational owner of workforce readiness metrics tied to daily, weekly, and campaign-level production milestones

Inform long range workforce strategies that align with production ramp goals and capability evolution

Own the Customer Experience knowledge base for operations staff best practices and process-specific know-how

Apply operational and statistical analysis to training outcomes using quality data, identifying predictive indicators of training needs

Develop models to prioritize training interventions based on throughput impact, cost of nonconformance, and operational velocity

Qualification

Customer experienceTechnical enablementInstructional designPeople managementLearning Management SystemsStakeholder managementData-driven mindsetCollaboration platformsCertifications in instructional designCommunication skills

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 customer experience, customer success, or learning and development, ideally in a technology or SaaS environment

5+ years of people management experience, including coaching and developing cross-functional or global teams within the Information Technology Operations environment

Proven track record of partnering with L&D Teams as a Subject Matter Expert to develop curriculums and execute trainings

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

Experience using Learning Management Systems (LMS), authoring tools (Articulate, Captivate, Rise), and collaboration platforms (Confluence, Jira, MS Teams, or PowerBI)

Ability to manage multiple priorities in a dynamic environment and drive alignment across departments

Bachelor's degree in Computer Science, Education, Organizational Development, or Business Administration

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