Consumer Protection Compliance Program Manager, Customer Remediation

At Block, the Consumer Protection Compliance Remediation Manager will design and oversee the enterprise-wide remediation framework, ensuring customer-impacting issues are identified, corrected, and prevented. This role involves collaborating with Legal, Risk, and Product teams to build a scalable, transparent, and auditable program, reflecting a commitment to customer trust and compliance with consumer protection regulations. The manager will also communicate with senior leadership and evaluate program effectiveness.

Must Have

• Design Block’s remediation framework, including policies, procedures, and governance standards
• Oversee the execution of specific remediation programs
• Collaborate with cross-functional partners including Legal, Risk, Engineering and Operations
• Communicate effectively to senior leadership and other stakeholders
• Implement effective issue escalation and decision documentation processes
• Evaluate the effectiveness of remediation programs
• Partner closely with the UDAAP Program Manager
• Stay up to date on regulatory guidance and industry best practices related to customer remediation and consumer harm mitigation
• 6+ years of experience in compliance, risk management, or remediation oversight within financial services or fintech
• Demonstrated ability to develop and operationalize frameworks for issue remediation, customer restitution, or corrective action programs
• Deep understanding of consumer protection regulations (UDAAP, EFTA, Reg E, Reg Z, BSA/AML, or related frameworks)
• Proven experience managing cross-functional programs with Legal, Risk, Engineering and Product partners in a complex, fast-paced environment
• Strong analytical and documentation skills with the ability to assess root causes, design fair outcomes, and translate findings into actionable program improvements
• Excellent communication and influence skills, with experience presenting to senior leadership and regulators

Good to Have

• Experience working across multiple global regions such as the UK, Canada, and Australia

Perks & Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning

Block is one company built from many blocks, all united by the same purpose of economic empowerment. The blocks that form our foundational teams — People, Finance, Counsel, Hardware, Information Security, Platform Infrastructure Engineering, and more — provide support and guidance at the corporate level. They work across business groups and around the globe, spanning time zones and disciplines to develop inclusive People policies, forecast finances, give legal counsel, safeguard systems, nurture new initiatives, and more. Every challenge creates possibilities, and we need different perspectives to see them all. Bring yours to Block.

The Role

At Block, we build products designed to expand access to financial services while maintaining the highest standards of consumer protection. When issues arise that impact our customers, we act quickly, fairly, and transparently to make things right. The Consumer Protection Compliance Remediation Manager will play a critical role in building Block’s enterprise-wide remediation framework in conjunction with the Issue Management Program, ensuring that customer-impacting issues are identified, corrected, and prevented from reoccurring.

This role is part of the broader Consumer Protection Compliance organization and works closely with UDAAP Program Management, Legal, Risk, and Product teams. You will help design a scalable, transparent, and auditable remediation program that reflects our commitment to customer trust.

You Will

• Design Block’s remediation framework, including policies, procedures, and governance standards that guide how customer-impacting compliance issues are assessed, corrected, and reported.
• Oversee the execution of specific remediation programs, ensuring they meet regulatory expectations and achieve fair, consistent outcomes for affected consumers.
• Collaborate with cross-functional partners including Legal, Risk, Engineering and Operations to ensure appropriate root cause analysis, issue remediation, and documentation of corrective actions.
• Communicate effectively to senior leadership and other stakeholders, ensuring transparency and accountability across programs.
• Implement effective issue escalation and decision documentation processes, ensuring key remediation decisions are approved, recorded and actioned appropriately.
• Evaluate the effectiveness of remediation programs, identifying opportunities to improve controls, prevent recurrence, and strengthen customer trust.
• Partner closely with the UDAAP Program Manager to ensure that “lessons learned” from remediation activities are fed back into preventive compliance measures, policy updates, and training.
• Stay up to date on regulatory guidance and industry best practices related to customer remediation and consumer harm mitigation.

You Have

• 6+ years of experience in compliance, risk management, or remediation oversight within financial services or fintech.
• Demonstrated ability to develop and operationalize frameworks for issue remediation, customer restitution, or corrective action programs.
• Deep understanding of consumer protection regulations (UDAAP, EFTA, Reg E, Reg Z, BSA/AML, or related frameworks).
• Experience working across multiple global regions such as the UK, Canada, and Australia is a strong plus.
• Proven experience managing cross-functional programs with Legal, Risk, Engineering and Product partners in a complex, fast-paced environment.
• Strong analytical and documentation skills with the ability to assess root causes, design fair outcomes, and translate findings into actionable program improvements.
• Excellent communication and influence skills, with experience presenting to senior leadership and regulators.
• A passion for ensuring customers are treated fairly and transparently.

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, based solely on the core competencies required of the role at hand, and without regard to any legally protected class. We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build an inclusive workplace? Check out our Inclusion & Diversity page_

Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate’s starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.

To find a location’s zone designation, please refer to this resource.

. If a location of interest is not listed, please speak with a recruiter for additional information.

Zone A:

$129,000—$193,600 USD

Zone B:

$119,900—$179,900 USD

Zone C:

$113,600—$170,400 USD

Zone D:

$103,200—$154,800 USD

Use of AI in Our Hiring Process

We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Contact us at privacy@block.xyz with hiring practice or data usage questions.

Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.

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Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone.

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