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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.
The Job At-A-Glance:
We are seeking a dynamic and customer-focused leader who is passionate about enabling success through education, innovation, and exceptional service delivery. If you have a strong background in customer experience, technical enablement, and instructional design - along with proven leadership in developing high-performing teams - we encourage you to apply for this exciting opportunity.
Join us in transforming the way we design, deliver and prepare our support teams to provide exceptional customer experience. As the Senior Manager, Technical Customer Experience, you will lead the strategy and execution of team member training, enablement, customer self-service and technical engagement programs designed to enhance satisfaction, adoption, and long-term value. This role combines deep expertise in design principles and training methodologies with a strong understanding of customer journey management and service excellence.
The ideal candidate will bring a blend of strategic vision, operational execution, and a data-driven mindset, using insights to continually refine programs that drive measurable customer outcomes.
A Typical Day:
- 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.
Bring Your Passion. Do What You Love. Here’s What We’re Looking For:
- 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 Qualifications:
- 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
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
Q2 Austin, Texas, USA Office
Our HQ is in North Austin, near Lakeline Mall area with easy access to multiple highways and the Toll road.
What you need to know about the Austin Tech Scene
Key Facts About Austin Tech
- Number of Tech Workers: 180,500; 13.7% of overall workforce (2024 CompTIA survey)
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- Funding Landscape: $4.5 billion in VC funding in 2024 (Pitchbook)
- Notable Investors: Live Oak Ventures, Austin Ventures, Hinge Capital, Gigafund, KdT Ventures, Next Coast Ventures, Silverton Partners
- Research Centers and Universities: University of Texas, Southwestern University, Texas State University, Center for Complex Quantum Systems, Oden Institute for Computational Engineering and Sciences, Texas Advanced Computing Center
