Product Manager Complaints

@ Block

Overview

Block is one company built from many blocks, united by the purpose of economic empowerment. The Product Manager Complaints role is central to how Block handles and resolves customer complaints across its ecosystem.

The Role

As the Product Manager Complaints, you will own the core experience of how Block manages customer complaints from detection through resolution. You will lead a full stack development team and drive high-impact initiatives while ensuring regulatory compliance and efficiency through customer research, data analysis, and innovation.

You Will

• Own strategy, design, implementation, and enhancement of complaint management products.
• Lead a diverse team including engineers, designers, data scientists, and ML modelers.
• Drive product strategy and research to prioritize projects and ensure compliance.
• Collaborate cross-functionally with legal, compliance, and customer support teams.
• Develop frameworks and metrics to measure complaint handling efficiency.
• Manage the roadmap balancing short term goals with long term vision.
• Innovate internal tools, shared systems, and processes to streamline support channels.

You Have

• Proven product management expertise in regulated and complaint management spaces.
• Outstanding leadership capable of inspiring remote and geographically dispersed teams.
• Exceptional communication, stakeholder management, and prioritization skills.
• Analytical mindset and business acumen to communicate complex data effectively.
• Technical expertise partnering with engineering and ML teams for scalable systems.
• Adaptability and problem-solving skills in a fast-paced environment.

Highly Preferred

• Experience with complaint management systems and regulatory compliance in financial services.
• Experience with machine learning applications in customer service.

Block's Commitment

Block is dedicated to building an inclusive economy and an inclusive workplace. We provide reasonable accommodations in our recruitment process and support diversity in every facet of our business.

Compensation & Benefits

The role offers market-based pay varying by location and includes benefits such as remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning.

Key Skills/Competency

• Product strategy
• Complaint management
• Customer research
• Regulatory compliance
• Team leadership
• Data analysis
• Stakeholder management
• Machine learning
• Process optimization
• Cross-functional collaboration