Principal Support Operations Strategist

Responsibilities

• Business Rhythm & Operating Cadence
• Own and govern the full cadence of business reviews-weekly ops reviews, monthly leadership reviews, and QBRs-designing structure, holding owners to the agenda, and ensuring every session produces decisions with clear owners and timelines.
• Build and maintain the support organization's operating rhythm, looking ahead to ensure critical decisions get surfaced, resolved, and acted on at the right level and time.
• Develop pre-read packages, situation analyses, and decision frameworks that sharpen leadership discussions and accelerate time-to-resolution on complex issues.
• Continuously evaluate how the leadership team allocates its collective time-protecting capacity for the work that drives the most organizational value.
• Organizational Accountability & Action Closure
• Maintain and govern the organization-wide action tracker-every commitment from reviews, leadership discussions, and cross-functional forums tracked in one system with one owner.
• Identify stalled items, missed deadlines, and patterns of delay; surface these without political softening so the leadership team can intervene before slippage becomes systemic drift.
• Hold Directors and Managers to their commitments-with consistent follow-through that makes avoidance uncomfortable and accountability the cultural norm.
• Distinguish between items that need time and items that need intervention; escalate the latter before they become crises.
• Own cross-functional commitment tracking: what the support org promised Product, Engineering, Finance, and HR-and whether it was delivered on time and at quality.
• Capacity Planning & Workforce Pipeline
• Run demand-based capacity modeling across support queues-forecast volume, flag gaps, and translate projections into headcount requirements with enough lead time to act.
• Own the hiring pipeline in partnership with HR and Talent Acquisition-track requisition status, interview velocity, and offer stage with precision, removing bottlenecks before they stall progress.
• Keep hiring moving: escalate TA delays, surface approval bottlenecks, and ensure open roles fill at the pace organizational demand requires.
• Connect workforce data to operational outcomes-translating coverage gaps, attrition signals, and hiring lag into risk assessments with clear recommendations.
• Partner with Workforce Management to align capacity models with scheduling actuals and real-time queue behavior.
• Performance Intelligence & Operational Insight
• Dig into performance data and find non-obvious signals: where variation lives, which teams mask underperformance behind strong averages, and where outliers represent emerging risk.
• Co

Additional Information

As passionate about our people as we are about our mission. 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? Being as passionate about our people as we are about our mission. 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 also know that nothing builds trust and collaboration like having fun. 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. We are seeking a Principal Support Operations Specialist to serve as the operating intelligence layer of Q2's global Customer Support organization-a 300-person, globally distributed team delivering world-class support experiences to banks, credit unions, and fintechs across the U.S. and internationally. This role reports directly to the VP of Customer Support Operations. This role drives organizational velocity, accountability, and intelligence across a complex, multi-region support operation. You will ensure decisions get made at the right level, commitments are kept across a large leadership team, programs deliver real outcomes rather than launch-day momentum, and performance signals convert into action before they become problems. In a 300-person organization operating across time zones and functions, these are not peripheral activities-they are the difference between an organization that executes and one that drifts. This is an individual contributor role with Director-level authority, organizational reach, and the influence of a senior operator -broad impact without a direct reporting structure, proximity to consequential decisions, and the latitude to build, fix, and improve at scale.

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