Product Manager, Complaints

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

Block's commitment to customer trust extends to how we handle and resolve customer complaints effectively across our entire ecosystem. A cornerstone of that trust is ensuring customers have a clear and effective way to raise concerns and feel heard. The Complaints product team serves as the engine that powers complaint handling across Block’s businesses and global markets.

Our product leaders are customer-obsessed, collaborate intensely with other key disciplines, and always make decisions with an eye towards Block's business as a whole. Successful product leaders are ambitious and resourceful - willing to go the extra mile to empower our teams and deliver value to our customers.

As the Product Manager for Complaints, you will own 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 and will drive high impact initiatives from inception through execution. This role will require optimization of current features through customer research, analysis, experimentation, and product validation, as well as 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 effective 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: A 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 working with Compliance, Legal, and
• Customer Support in a regulated industry 
• Communication: Excellent oral and written communication and organization skills that instill the confidence of senior leadership across multiple business units 
• Business acumen and analytical focus: An analytical mindset with the ability to distill and communicate complex data to make decisions, determine roadmap prioritization, and understand and communicate customer and business impact 
• Technical expertise: Proven 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: Comfort operating in a fast-paced and 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 areas like customer service

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 an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We a