Manager, Delivery Management

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?

Q2 is seeking a Manager, Delivery Management to join our Services Delivery team, reporting to the Director, Professional Services. This leader will be responsible for our Project Managers that oversee the operational health and success our strategic Alternative Finance clients in the Cloud Lending division of Q2. This individual will be focused on quality, efficiency, standardization, and success of the Strategic Accounts Program with an eye toward process improvement, team leadership and individual mentoring. This role is based out of the U.S. with a global team presence.

Oversees the development and implementation of detailed technology solutions for clients using company products, outsourced solutions, or proprietary tools/techniques. Responsible for defining the client needs, developing a proposal to meet those needs, as well as overseeing the implementation of the complete project solution. Performs in both a people management capacity and in a technical leadership capacity. Performance is typically measured by the capture of the consulting engagement and/or utilization (i.e. billable hours for the department) or performance against budget. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Employees whose primary function is not service/solution creation and delivery, but management of people responsible for the flow of work process and use of resource for delivery of professional services, match to Project Management (Client Services).

A Typical Day:

• Drive the team towards the vision, direction, and culture of Q2 and the support organization

• Ensuring timely delivery of specific projects, products or services as appropriate for the team or group objectives

• Define deliverable structure and content to maintain transparency and accountability of the client and vendor partnership

• Manage engagement economics and engagement risk.

• Achieve individual and team goals by maximizing the success of the team members through motivating, rewarding, and issuing constructive feedback

• Coach staff members through regular scheduled 1 on 1’s, maintaining employee development and satisfaction

• Manage staff onboarding and termination, including interviews and new team member selection processes

• Establishing objectives for the team and delegation of tasks. Managing a project team and facilitating initiatives as a knowledgeable player.

• Work on complex issues where analysis of situations or information requires an in-depth knowledge of the company and/or departmental organization.

• Manage, address, and deescalate client escalations with a “call first” mentality

• Responsible for a portion of specific cost and capital expenditure plans that roll up and have an effect at the departmental level

• Resource allocation, planning and participation in forecasting process

• Work closely with product, sales, and implementations on project scope and scheduling

• Analyze results via regular reporting metrics and use these metrics to drive process improvements

• Work with other Q2 departments on initiatives that will drive improvement in customer experience and expedite resolution to their top needs

• Develop and maintain effective relationships with customers and other internal departments

• Responsible for ensuring that all security, availability, confidentiality and privacy policies and controls are adhered

• Maintain advanced knowledge of HR and Legal team management practices and management best practices

• Remain available as needed for crisis management (after-hours work occasionally required)

• Manage conflict to ensure team members feel respected and are allowed to function at their highest level

• Partner with the Client Success team in the development of client-specific strategies and in the pursuit of growth opportunities that will increase penetration in programs that generate revenue, including potential sales of ancillary products and strategies to maximize sales, growth and retention

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

• Typically requires a Bachelor's degree and 6+ years of previous client engagement and development experience needed

• Typically requires 1-2 years’ experience managing teams

• Strong leadership and mentoring skills; ability to lead a technical team

• Ability to lead teams in multiple countries and time zones

• Demonstrated experience in successful completion of engagement projects

• Familiarity with people development processes

• Knowledge and experience in the banking industry preferred

• Excellent communication skills with the ability to represent technical subject matter in non-technical terms

• Experience with, or ability to work with metrics, and a measurement-based approach to service excellence

Health & Wellness

• Hybrid & Remote Work Opportunities

• Flexible Time Off

• Career Development & Mentoring Programs

• 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”

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, Code2College, and YearUp, 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.