Block
Overview
Product Manager, Complaints at Block. This role owns the core experience of how Block handles customer complaints across our ecosystem, from initial detection through resolution. You will be responsible for the team's vision, strategy, roadmap prioritization, and business impact, driving high-impact initiatives from inception through execution. The role requires optimizing current features through customer research, analysis, experimentation, and product validation, with the creativity to implement new solutions to improve complaint handling efficiency and accuracy.
You Will
Own the strategy, design, implementation, and improvement of complaint management products and infrastructure across Block's ecosystem
Lead a full stack development team (engineers, designers, data scientists, and machine learning modelers) to ship complaint handling experiences at scale
Drive product strategy, customer research, and prioritization of complaints projects to ensure regulatory compliance across all business units
Drive cross-functional partnership with legal, compliance, and customer support across Square, Cash App, and Block to deliver on goals and maximize impact
Define the framework and metrics to measure complaint handling efficiency and regulatory compliance
Manage the roadmap to deliver on this strategy, balancing short-term goals with long-term vision
Develop the strategy for internal tools, shared systems, and processes that govern complaint management across all support channels and business units
You Have
Product management expertise: seasoned product manager with strong experience in customer support in highly regulated industries and in the complaints management workspace
Leadership: outstanding leadership skills, including the ability to inspire team members and drive collaborative decision-making across geographically dispersed teams
Strong collaboration: exceptional prioritization, business judgment in balancing competing demands and priorities, and stakeholder management skills, particularly with Compliance and Legal
Customer Support in a regulated industry
Communication: excellent oral and written communication and organizational skills that instill confidence in senior leadership across multiple business units
Business acumen and analytical focus: analytical mindset to distill and communicate complex data to decide roadmaps and understand customer and business impact
Technical expertise: ability to partner with engineering and machine learning teams to build scalable, ML-powered systems that improve automation and operational efficiency
Adaptability and problem-solving: comfortable in a fast-paced, dynamic environment with rapid development cycles
Highly Preferred
Experience with complaint management systems and regulatory compliance in financial services
Experience with machine learning applications, particularly in customer service
Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We consider qualified applicants with criminal histories for employment and assess candidates on an individualized basis. We are committed to an inclusive interview experience and provide reasonable accommodations to disabled applicants. We encourage applicants to share any needed accommodations with their recruiter.
Block may use automated AI tools in the hiring process to evaluate applications. We comply with local regulations and privacy laws. For questions about hiring practices or data usage, contact privacy@block.xyz.
Block takes a market-based approach to pay. U.S. location zones and salary ranges reflect geographic cost of labor and may be modified in the future. Zone designations and ranges include:
Zone A: $198,000—$297,000 USD
Zone B: $188,100—$282,100 USD
Zone C: $178,200—$267,400 USD
Zone D: $168,300—$252,500 USD
To learn more about Block and its brands, visit our privacy policy and information pages. Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy through its brands: Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto.
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You Will
Own the strategy, design, implementation, and improvement of complaint management products and infrastructure across Block's ecosystem
Lead a full stack development team (engineers, designers, data scientists, and machine learning modelers) to ship complaint handling experiences at scale
Drive product strategy, customer research, and prioritization of complaints projects to ensure regulatory compliance across all business units
Drive cross-functional partnership with legal, compliance, and customer support across Square, Cash App, and Block to deliver on goals and maximize impact
Define the framework and metrics to measure complaint handling efficiency and regulatory compliance
Manage the roadmap to deliver on this strategy, balancing short-term goals with long-term vision
Develop the strategy for internal tools, shared systems, and processes that govern complaint management across all support channels and business units
You Have
Product management expertise: seasoned product manager with strong experience in customer support in highly regulated industries and in the complaints management workspace
Leadership: outstanding leadership skills, including the ability to inspire team members and drive collaborative decision-making across geographically dispersed teams
Strong collaboration: exceptional prioritization, business judgment in balancing competing demands and priorities, and stakeholder management skills, particularly with Compliance and Legal
Customer Support in a regulated industry
Communication: excellent oral and written communication and organizational skills that instill confidence in senior leadership across multiple business units
Business acumen and analytical focus: analytical mindset to distill and communicate complex data to decide roadmaps and understand customer and business impact
Technical expertise: ability to partner with engineering and machine learning teams to build scalable, ML-powered systems that improve automation and operational efficiency
Adaptability and problem-solving: comfortable in a fast-paced, dynamic environment with rapid development cycles
Highly Preferred
Experience with complaint management systems and regulatory compliance in financial services
Experience with machine learning applications, particularly in customer service
Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We consider qualified applicants with criminal histories for employment and assess candidates on an individualized basis. We are committed to an inclusive interview experience and provide reasonable accommodations to disabled applicants. We encourage applicants to share any needed accommodations with their recruiter.
Block may use automated AI tools in the hiring process to evaluate applications. We comply with local regulations and privacy laws. For questions about hiring practices or data usage, contact privacy@block.xyz.
Block takes a market-based approach to pay. U.S. location zones and salary ranges reflect geographic cost of labor and may be modified in the future. Zone designations and ranges include:
Zone A: $198,000—$297,000 USD
Zone B: $188,100—$282,100 USD
Zone C: $178,200—$267,400 USD
Zone D: $168,300—$252,500 USD
To learn more about Block and its brands, visit our privacy policy and information pages. Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy through its brands: Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto.
#J-18808-Ljbffr