Director, Training and Quality

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.

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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.

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We’re Here to Support You—Accommodations Upon Request

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.