Director of Fraud Escalations

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. SUMMARY As the Director of Fraud Escalations, you will lead a specialized team responsible for investigating and resolving complex, high-impact fraud cases escalated from banking customers. This role requires strategic leadership, strong problem-solving skills, and a deep understanding of fraud detection, investigation, and resolution within the financial services industry. You will work closely with customer support, risk, legal, compliance, and technology teams to ensure a fast, fair, and secure resolution process for affected customers. RESPONSIBILITIES • Own multi-year roadmaps, investment cases, and alignment with executive stakeholders • Define and execute the enterprise incident response strategy aligned with risk posture and business needs • Set direction and priorities for the team, translating cybersecurity strategy into executable and measurable plans • Manage operational budgets, vendor relationships, and cross-functional dependencies • Lead and develop a high-performing incident response team with a culture of accountability and continuous improvement • Establish operating rhythms, metrics, and reporting structures to ensure program performance and visibility • Lead major incident response activities, including real-time triage, containment, eradication, and recovery • Facilitate post-incident reviews and drive corrective actions to improve response capabilities and resilience • Maintain and update incident response runbooks, playbooks, and escalation paths with clear roles and RESPONSIBILITIES (RACI) • Coordinate with SOC, threat intelligence, legal, communications, and executive teams during active events • Build and track key performance indicators (KPIs) and key risk indicators (KRIs) to measure and optimize effectiveness • Oversee the design and execution of tabletop exercises to ensure response readiness across the organization • Drive automation and process improvement initiatives to enhance speed, consistency, and scale of incident response • Serve as the primary escalation point for complex or high-impact incidents • Engage in executive-level reporting and communicate cybersecurity risks, incidents, and response strategies effectively EXPERIENCE AND KNOWLEDGE • Typically requires a Bachelor’s degree in Cybersecurity, Information Technology, Computer Science, or a related field and a minimum of 12 years of related experience; or an advanced degree with 8+ years of experience; or equivalent relevant work experience • Typically requires 5-7 years managing and developing employees • Proven leadership in developing and scaling global incident response and cyber defense programs • Expertise in managing complex, high-impact cyber incidents and breaches, including ransomware, insider threats, and nation-state actors • Deep technical knowledge of cybersecurity tools, forensics, malware analysis, and cloud-native incident response • Strong knowledge of regulatory and compliance frameworks (e.g., GDPR, HIPAA, NIST, ISO, SOX, PCI-DSS) • Executive-level communication and crisis management skills, with the ability to brief C-suite and board members during incidents • Demonstrated ability to build high-performing teams and foster a collaborative, empowered culture • Strong analytical, decision-making, and problem-solving skills in time-sensitive situations • Experience with enterprise security tools including SIEM, SOAR, EDR, and threat intelligence platforms • Recognized industry certifications preferred: CISSP, CISM, CISA, GCFA, GCIH, GNFA, or similar 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 Mission In 2004, Q2 founder Hank Seale set out to build a different kind of company. Our mission, to build strong and diverse communities by strengthening their financial institutions, is at the heart of everything we do. Vision Our vision is to create meaningful financial experiences throughout the financial journey so our customers can focus on building lasting relationships with their account holders. To get there, we combine the must-haves of digital banking – feature functionality, operational excellence and integrations – with the next-generation of technology principles: data-driven insights, open technology and design thinking. We call this philosophy FinX, and it spans everything we do, from product development and platform architecture to how we hire. Values Providing superior software and service starts with our purpose-built culture, defined by our Ten Guiding Principles. These principles were established by Hank Seale, our founder, and have served as a constant reminder of how Q2 employees should conduct themselves with peers, customers, and partners for 15 years. Building something different and special takes the right kind of people, and we hope you’ll join our team.

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