Sr. Director, Customer Engagement & Delivery

As passionate about our people as we are about our mission.

What We're All About:

Q2 is proud of delivering our mobile banking platform and technology solutions, globally, to more than 22 million end users across our 1,300 financial institutions and fintech clients. At Q2, our mission is simple: Build strong, diverse communities by strengthening their financial institutions. We accomplish that by investing in the communities where both our customers and employees serve and live.

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

The Q2 Premier Services team has a new career opportunity available for a Sr. Director, Customer Engagement & Delivery. This key individual will be responsible for building and leading a team of Engagement Managers who are tasked with leading, guiding, and owning multiple complex, large transformation engagements and ensuring client success, which includes ensuring business objectives and outcomes are met, overseeing the end to end successful delivery of multiple large programs, delivery of financial metrics around program portfolio and managing client relationships and escalations. In addition, this position is responsible to assist in cross-sell, up-sell, driving CSAT, SME knowledge, and best practices across the entire Consulting and Delivery practice.

The ideal candidate will have previous executive experience within Services Consulting and experience within the financial services industry. The candidate will have expertise in leading efficient global delivery teams, managed executive engagements and possess a strong consultancy acumen.

This position is a hybrid position. We are seeking candidates in Austin, TX, or a commutable distance from our office there. You will enjoy a few days working from home, and a few days in our beautiful new headquarters office.

A Typical Day

Driving Business Success

• Seamlessly orchestrate all aspects of the client's experience lifecycle from strategy alignment to management consulting including Custom Development and Delivery.

• Responsible for ensuring high customer satisfaction across their entire Q2 experience, engagement renewal, referencability, and Q2 contract renewal.

• Drive strategic alignment with customers, focused on value creation through the accomplishment of the FI's business objectives rather than incremental project delivery.

• Continually scale the E2E engagement model that produces success for Enterprise customers.

• Responsible for Engagement Management by focusing on client relationships, cross-sell, and up-sell opportunities, thereby contributing to additional business within the portfolio.

• Demonstrates professionalism and leadership in representing Q2 to customers and vendors.

• Acts as an FI Executive point of contact on multiple projects and programs. Provides guidance across complex, strategic initiatives.

• Drives revenue within the client/account portfolio by identifying opportunities, solutions, launching, and orchestrating a wide range of engagements.

• Oversees the execution of enterprise projects and programs across complex, large transformation engagements.

• Accountable for ensuring financial objectives are met within the engagement portfolio.

• Develops intimate knowledge of client financial performance and business needs to ensure alignment.

• Responsible for detailed delivery reviews, feedback, quality, risk mitigations, mentoring and guidance across multiple programs, and guiding the teams across risks, issues, and roadblocks.

• Responsible for engagement health and portfolio visibility to internal Q2 executive leadership.

Leadership and Collaboration

• Key stakeholder in implementation of strategic process improvement initiatives, tools, templates, and processes to produce delivery excellence outcomes.

• Partners with Resource Manager and other key leaders to appropriately construct high performance engagement teams.

• Collaborates with sales teams on SOWs, estimation reviews and approvals, best practices in sales/delivery, and process improvements.

• Provides leadership, coaching, fostering a culture of accountability, professional development, high-performance, resourcefulness, and ethical behavior.

• Provides and facilitates thought leadership, SME knowledge, and consulting and delivery industry best practices.

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

• Typically requires a Bachelor's degree and a minimum of 15 years of related experience; or an advanced degree with 12+ years of experience or equivalent related work experience.

• Typically requires at least 7 years of managing and developing employees. Ability to gain credibility and deal with adverse situations with both internal and external stakeholders.

• Requires 8-10 years of experience in Professional Services consulting, leading multi-million-dollar annualized engagements in a global resourcing model.

• Advanced proficiency and/or certification in multiple project management methodologies including Waterfall, Agile, Scrum, etc. is preferred.

• Excellent written and verbal communication skills. Ability to articulate and simplify technical concepts to non-technical personnel and client representatives.

• Strong understanding of business operations and processes, and the ability to identify and implement IT solutions that solve management needs.

• Demonstrated cross-functional collaboration skills with the ability to influence others with or without direct authority to achieve desired outcomes.

• Ability to provide feedback, coaching, and mentorship to a team with the goal of fostering a positive, results-oriented team.

• Well-developed set of critical thinking and problem-solving competencies who demonstrates a learner's mindset.

• Demonstrated drive for excellence in the delivery of quality customer solutions and experience.

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 & Remote Work Opportunities

• Flexible Time Off

• Career Development & Mentoring Opportunities

• Generous Retirement Benefit Plans, including a company-matching HSA program.

• Health & Wellness Benefits, including a 12-weeks of 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.

How We Give Back to the Community:

You can learn more about our Q2 Spark Program, Q2 Philanthropy fund, and our employee volunteering programs on our Q2 Community page. Q2 supports dozens of wide-reaching organizations, such as the African American Leadership Institute, and The Trevor Project, promoting diversity and success in leadership and technology. Other deserving beneficiaries include Resource Center helping LGBTQ communities, JDRF, and Homes for our Troops, a group helping veterans rebuild their lives with specially adapted homes.

At Q2, our goal is to be a diverse and inclusive workforce that fosters mutual respect for our employees and the communities we serve. Q2 is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.