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.
The Job At-A-Glance:
Q2 is seeking a >
A Typical Day:
- Build and own a Capacity Planning and Workforce Management capability to support both large scale data initiatives and smaller specialized initiatives with a global footprint.
- Create, maintain, and manage Capacity Planning systems and processes that can adapt to dynamic product changes.
- Accurately forecast work volume, staffing levels, and resourcing need to enable operations teams to achieve strategic goals and optimize operations outcomes.
- Analyze historical trends and provide business recommendations and inputs to enhance and improve the Capacity Planning and Workforce Management cycle.
- Establish and own end-to-end detailed tracking and control processes for headcount, capacity, and budget management across complex global operations.
- Mitigate capacity risks and provide capacity levers by managing dependencies across multiple operating units and sites.
- Prepare and deliver periodic executive-level updates on status, insights, and trends to help inform and guide critical business decisions.
- Develop and coordinate the compilation and distribution of daily, weekly, monthly and quarterly reports on Support performance, efficiency, effectiveness, and usage trends to provide accurate, insightful reporting and recommendations
- Perform trend analysis using data provided from department tools and create reporting for proactive remediation. Collaborate with the Directors and Managers of Support daily and weekly to level set on data provided and trend reporting.
Bring Your Passion, Do What You Love. Here’s What We’re Looking For:
- Typically requires a bachelor’s Degree in related field and a minimum of 8+ years of demonstrated success in Capacity Planning, Workforce Management, and data analysis in a fast-paced contact center environment or related work setting
- Experience building executive-level reports in Power BI
- Experience in capacity planning across multiple channels, long-term forecasting, and workload distribution
- Demonstrated excellence in creating engaging and clear reporting
- Experience with statistical systems/workforce management systems and how they relate to supporting operations
- Ability to empathize with Team Leaders by seeing things from their perspective; servant leader mentality
- Energetic, positive, "can-do" attitude in all interactions, coupled with a desire to help others achieve their goals
- Experience defining program requirements and using data and metrics to determine improvements
- Proven track record of navigating through ambiguous situations
- Proven track record of earning trust and influencing across the organization and leading others cross-functionally to deliver on projects and goals
- Experience working with decentralized teams on global projects
- Proven experience with SQL, Salesforce, and MS Excel
- Comfort with complex algorithms and statistical inference
- Excellent communication and interpersonal skills and an ability to effectively communicate with both business and technical teams
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
