Consumer Protection Compliance Program Manager, Customer Remediation

• 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

• 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

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

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