Complaint Monitoring Program Manager

  • Oakland, CA
  • Full-time

Company Description

Square builds common business tools in unconventional ways so more people can start, run, and grow their businesses. When Square started, it was difficult and expensive (or just plain impossible) for some businesses to take credit cards. Square made credit card payments possible for all by turning a mobile phone into a credit card reader. Since then Square has been building an entire business toolkit of both hardware and software products including Square Capital, Square Terminal, Square Payroll, and more. We’re working to find new and better ways to help businesses succeed on their own terms—and we’re looking for people like you to help shape tomorrow at Square.

Job Description

The Complaint Monitoring Program Manager is responsible for governance and oversight of Square’s complaint processes and programs, ensuring the business units meet evolving regulatory requirements pertaining to complaint management and tracking. As the Complaint Monitoring Program Manager, you will own the end-to-end complaint program management activities across Square, while ensuring compliance with internal Complaints’ policies and the laws and regulations governing complaints. 

You will:

  • Develop appropriate complaint measurement, evaluation, reporting, documentation, and governance to cover complaint program activities across the organization
  • Provide compliance subject matter support to cross-functional teams as they design and manage complaint processes within their business units
  • Interface with financial partners, internal audit, and regulators with respect to compliance obligations and provide ad hoc reporting on the status of the program as required
  • Ensure processes in place to compile, analyze, and escalate complaint data meet company and regulatory standards
  • Support the compliance function in defining and achieving departmental initiatives, maintaining relevant policies and procedures, developing documentation solutions, and liaising with auditors
  • Collaborate with Square’s Seller, Capital, and CashApp teams across the US, Australia, UK, Japan, and Canada


You have:

  • 5+ years of regulatory compliance experience 
  • Experience working with lending programs, financial products, consumer compliance, and/or related regulations (e.g., fair lending laws / ECOA, UDAP, SCRA, conduct risk, complaints handling)
  • The ability to identify and define problems, build project plans to address them, and manage implementation of their solutions
  • The ability to effectively communicate across various lines of business and senior management
  • Experience managing projects of a cross-functional and/or technically complex nature
  • Respect for and interest in financial rules and regulations, as well as an eagerness to innovate and drive the industry forward

Even better:

  • Prior experience within a financial technology company
  • CRCM or equivalent certification
  • Experience working with engineers and/or technical teams
  • SQL or Excel skills

Additional Information

At Square, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of the San Francisco Fair Chance Ordinance. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at) We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible.


At Square, we want you to be well and thrive. Our global benefits package includes:
  • Healthcare coverage
  • Retirement Plans
  • Employee Stock Purchase Program
  • Wellness perks
  • Paid parental leave
  • Flexible time off
  • Learning and Development resources