Senior Lead, Complaints Management

Block

7d•$123,400 - $223,100

About The Position

As the Senior Lead of Complaints Management for both Square and Afterpay, you will be a pivotal leader responsible for overseeing and enhancing our complaints resolution processes across two dynamic and rapidly growing brands. This role requires a strategic thinker with deep expertise in complaints handling, regulatory compliance, and customer experience. You will lead a dedicated team, driving continuous improvement in our complaint management framework to ensure fair, efficient, and consistent resolutions that uphold our commitment to customer satisfaction and regulatory adherence.

Requirements

3+ years of experience in complaints management, customer operations, or risk management within the financial services or fintech industry preferred.
8+ years of experience in a leadership role, managing and developing teams, preferably leading supervisors/managers.
Proven expertise in designing and implementing scalable complaints management processes and systems.
In-depth knowledge of consumer protection regulations and industry best practices (e.g., UDAAP, TILA, EFTA, GDPR, CCPA).
Strong analytical skills with the ability to identify trends, analyze root causes, and translate data into actionable insights.
Excellent communication, interpersonal, and negotiation skills, with the ability to influence and collaborate effectively across all levels of the organization.
Demonstrated ability to manage complex projects and initiatives in a fast-paced, evolving environment.

Responsibilities

Develop and execute a comprehensive complaints management strategy for Square and Afterpay, aligning with business objectives and regulatory requirements.
Lead, mentor, and develop a high-performing team of complaints specialists and managers, fostering a culture of excellence, accountability, and continuous learning.
Oversee the end-to-end complaints lifecycle, from initial receipt and investigation to resolution and communication, ensuring adherence to established SLAs and quality standards.
Implement and optimize complaints management systems and tools to improve efficiency, data accuracy, and reporting capabilities.
Analyze complaint trends and root causes to identify systemic issues, working collaboratively with product, engineering, operations, and legal teams to drive preventative measures and product enhancements.
Ensure compliance with all relevant consumer protection regulations and industry best practices in complaints handling across all jurisdictions where Square and Afterpay operate.
Prepare and present regular reports on complaints performance, insights, and key metrics to senior leadership and relevant stakeholders.
Represent the company in interactions with regulatory bodies, ombudsmen, and external dispute resolution schemes as needed.
Develop and deliver training programs to ensure all relevant staff are equipped to handle complaints effectively and in line with company policy.
Champion a customer-centric approach to complaints resolution, focusing on empathy, transparency, and effective communication.