Director, Training and Quality
- Pay
- $127,000 – $200,200 per year
- Location
- Cincinnati, OH
- Listed
- Today
About the role
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.
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.
Equal opportunity and legal notices
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.
From Greendotcorp's careers page, first listed on Rolev.ai on November 13, 2026. Rolev.ai is not the employer.
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Common questions
What is the salary for the Director, Training and Quality role at Greendotcorp?
The Director, Training and Quality posting at Greendotcorp states compensation of $127,000 – $200,200 per year. Final pay may depend on location, experience, and interview evaluation on Greendotcorp's official career site.
Where is the Director, Training and Quality job at Greendotcorp located?
This Director, Training and Quality position at Greendotcorp is located in Cincinnati, OH. Always check Greendotcorp's application page for specific state eligibility or relocation policies.
How do I apply for the Director, Training and Quality position at Greendotcorp?
This listing links directly to Greendotcorp's Workday application page. You can apply directly on Greendotcorp's site, or use Rolev.ai to check your resume fit, generate a zero-hallucination tailored resume and cover letter for this posting, and autofill the Workday application form in 1 click with the Rolev.ai Chrome extension. You always review the form and press Submit yourself.