Principal Support Operations Strategist

Principal Support Operations Specialist

This role serves 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. It reports directly to the VP of Customer Support Operations and drives organizational velocity, accountability, and intelligence across a complex, multi‑region support operation.

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.

Maintain and govern the organization‑wide action tracker; identify stalled items, missed deadlines, and patterns of delay; hold Directors and Managers to their commitments; and own cross‑functional commitment tracking with Product, Engineering, Finance, and HR.

Run demand‑based capacity modeling across support queues—forecast volume, flag gaps, and translate projections into headcount requirements; partner with HR and Talent Acquisition to keep the hiring pipeline moving and aligned with organizational demand.

Transform performance data into actionable “so what” narratives; track leading indicators; own budget variance tracking; and conduct periodic effectiveness reads—manager performance signals, team sentiment, and structural inefficiencies.

Own the portfolio of strategic initiatives—track progress, remove blockers, and ensure programs sustain momentum; manage vendor performance where relevant and accelerate onboarding for new leaders.

Design and govern Q2’s executive escalation program from problem definition through pilot execution and operational handoff; build playbooks, SLAs, escalation criteria, and governance models.

Surface organizational health signals; translate observations into actionable org design recommendations; develop decision packages on complex organizational matters and own the support organization’s communication strategy.

Own the change management architecture for major transformations—AI workflow adoption, operating model changes—ensuring programs land as real behavioral change and measuring adoption at 30, 60, and 90 days post‑launch.

Design and oversee leadership team forums, quarterly offsites, and annual planning sessions; assess the leadership team as an operating unit and serve as a culture champion, building cohesion and reinforcing operating norms.

Act as the structured voice of the support business to AI tooling and product teams—gather frontline intelligence through workflow observation and structured interviews; translate feedback into actionable use cases and track tool performance against expected outcomes.

• Bachelor’s degree with 15+ years of related experience; advanced degree with 12+ years; or equivalent professional experience.
• 7+ years of progressive experience in business operations, strategy, or program management within a large, complex organization.
• Demonstrated ability to build and govern operating systems—business reviews, accountability frameworks, initiative portfolios—from the ground up.
• Strong analytical capability: workforce, financial, and operational performance data converted into insight and decisions.
• Proven track record holding senior stakeholders accountable without formal authority—effective through trust, precision, and consistency.
• Fluency in change management principles and adoption measurement—able to design the system that makes transformation land.
• Exceptional communication skills: crisp written memos, sharp verbal synthesis, and sound judgment on escalation.
• High tolerance for complexity and ambiguity;…