Director, Training and Quality

Green Dot Corporation; Cincinnati (OH); Hybrid; USD 127,000 - 200,000; Full time

Job summary

Green Dot Corporation in Cincinnati, OH is seeking a Director of Customer Support to lead Learning & Development, Quality Assurance, Customer Experience Insights, and Root Cause Management across all customer contact channels.

You will drive continuous improvement by equipping frontline teams, business partners, and vendors with the knowledge, tools, coaching, and quality programs needed to deliver exceptional customer experiences.

Qualifications

• Bachelor’s degree or equivalent experience.
• 10+ years of leadership experience in customer support, quality, learning & development, or operational.
• 5+ years leading managers and cross-functional teams.
• Experience building scalable QA and L&D programs.
• Strong analytical and stakeholder management skills.

Responsibilities

• Set the vision and strategy for Customer Support programs.
• Lead Learning & Development programs including onboarding, leadership development, and frontline capability building including program enhancements to processes, policies and procedures.
• Oversee quality assurance programs across voice, chat, email, social media, disputes, complaints, and escalations.
• This also includes oversight and management of the Coaching portal
• Oversight and execution of the root cause analysis program resulting in identification of initiatives to eliminate recurring customer issues and/or improve the overall customers experience
• Serve as the voice of the customer by translating feedback into actionable business improvements.
• Partner with Product, Technology, Compliance, Risk, and Operations leaders to improve customer outcomes.
• Lead managers and teams responsible for QA, L&D, knowledge management, and customer insights.
• Establish KPIs and reporting frameworks to measure effectiveness and drive continuous improvement.

Skills

Leadership experience

Stakeholder mgmt

Analytical skills

Cross-functional collaboration

Education

Bachelor's degree or equivalent experience

Job description

We’re looking for talented professionals to join us in bringing smart money management and payment solutions to everyone’s fingertips. This position is classified as structured hybrid, with an expectation of three (3) days per week working in the office and flexibility to work remotely on the remaining days. On‑site expectations may evolve over time to support business needs, with clear communication provided in advance.

JOB DESCRIPTION

Position Summary

The Director, Customer Support is a strategic leader responsible for overseeing Customer Support Learning & Development, Quality Assurance, Customer Experience Insights, and Root Cause Management across all customer contact channels. This role drives continuous improvement by ensuring frontline teams, business partners, and vendors have the knowledge, tools, coaching, and quality programs necessary to deliver exceptional customer experiences.

What Does a Director, Customer Support Do?

Leads the strategy and execution of Learning & Development, Quality Assurance, Customer Experience Insights, and Root Cause Analysis programs across customer support operations.

Key Responsibilities

• Set the vision and strategy for Customer Support programs.
• Lead Learning & Development programs including onboarding, leadership development, and frontline capability building including program enhancements to processes, policies and procedures.
• Oversee quality assurance programs across voice, chat, email, social media, disputes, complaints, and escalations.
• This also includes oversight and management of the Coaching portal
• Oversight and execution of the root cause analysis program resulting in identification of initiatives to eliminate recurring customer issues and/or improve the overall customers experience
• Serve as the voice of the customer by translating feedback into actionable business improvements.
• Partner with Product, Technology, Compliance, Risk, and Operations leaders to improve customer outcomes.
• Lead managers and teams responsible for QA, L&D, knowledge management, and customer insights.
• Establish KPIs and reporting frameworks to measure effectiveness and drive continuous improvement.

Success Measures

• CSAT
• NPS
• Quality Assurance Scores
• Complaint Reduction
• Learning Effectiveness
• Root Cause Resolution
• First Contact Resolution

Required Qualifications

• Bachelor’s degree or equivalent experience.
• 10+ years of leadership experience in customer support, quality, learning & development, or operational.
• 5+ years leading managers and cross-functional teams.
• Experience building scalable QA and L&D programs.
• Strong analytical and stakeholder management skills.

Preferred Qualifications

• Financial services, fintech, banking, or payments experience.
• Experience managing BPO/vendor relationships.
• Lean, Six Sigma, Quality Management, or Organizational Development certifications.

Leadership Competencies

• Strategic Leadership
• Customer Centricity
• People Development
• Operational Excellence
• Cross-Functional Influence
• Innovation & Problem Solving
• Execution & Accountability

POSITION TYPE

Regular

PAY RANGE

The targeted full-time base salary for this position is $127,000 to $200,200 per year. The final compensation will be determined by a number of factors such as qualifications, expertise, and the candidate’s geographical location.

We’re Here to Support You—Accommodations

Green Dot is committed to providing an inclusive and accessible hiring experience for all candidates. If you require a reasonable accommodation during any part of the application or interview process, we encourage you to let us know. We will work with you to meet your needs in a way that respects your privacy and ensures equal opportunity. Our goal is to support every applicant in showcasing their talents and potential.

Work Authorization Requirement

At Green Dot Corporation, we value diversity and strive for fair and inclusive hiring practices. However, we are currently unable to offer visa sponsorship. All applicants must be legally authorized to work in the United States at the time of application and throughout the duration of employment, without the need for current or future sponsorship.

Important Notice on Application Accuracy

We value integrity in our hiring process. Please ensure that all information provided in your resume and application is accurate and authentic. Submissions found to be fraudulent or misleading will result in disqualification from consideration, and any offers extended may be rescinded.

Green Dot Corporation (NYSE: GDOT) is a financial technology and registered bank holding company committed to transforming the way people and businesses manage and move money, and making financial wellbeing and empowerment more accessible for all. Our proprietary technology enables faster, more efficient electronic payments and money management, powering intuitive and seamless ways for people to spend, send, control and save their money. Through our retail and direct bank, we offer a broad set of financial products to consumers and businesses including debit, prepaid, checking, credit and payroll cards, as well as robust money processing services, tax refunds, cash deposits and disbursements. Our Banking as a Service ("BaaS") platform enables a growing list of America's most prominent consumer and technology companies to design and deploy their own customized banking and money movement solutions for customers and partners in the US and internationally. Founded in 1999 and headquartered in Provo, UT, our company has served more than 33 million customers directly, and now operates primarily as a "branchless bank" with more than 90,000 retail distribution locations nationwide. Green Dot Bank is a subsidiary of Green Dot Corporation and member of the FDIC.

What We Do

We build simple, seamless and secure financial tools for our customers and powerful solutions that fuel engagement, trust and value for partners.

Our Mission

We give you the power to bank seamlessly, affordably and with confidence.

Our Purpose

Access should not be a privilege, and we envision a world where modern banking and money management are at everyone’s fingertips—where banking enhances the flow of life.

Our Values

Stewardship, Trust, Action, High Performance, and Teamwork.