Consumer Protection Compliance Program Manager, Customer Remediation

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