Appeals Policy and Strategy Manager

It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 50+ million monthly active customers. We want to redefine the world’s relationship with money to make it more relatable, instantly available, and universally accessible.
Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. We’ve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.

The Role

The Financial Crimes organization serves as the guardian of Block's ecosystem, ensuring that our platforms remain secure and trusted while advancing our mission of economic empowerment. We protect our customers' ability to participate in the economy while preventing criminal abuse of our systems, maintaining the integrity of both traditional and cryptocurrency transactions, and enabling responsible financial innovation.

The Customer Onboarding & Appeals team is part of the Financial Crimes organization. This team is essential to protecting Block’s ecosystem by developing and managing protocol that enable secure customer onboarding (e.g. customer identification and verification, merchant access), ongoing monitoring including EDD processes, and safe and compliant account restoration for customers returning to the platform while protecting Block from increased risk relating to financial crimes, money laundering, fraud, and terrorist financing.

Candidates for this role will have the opportunity to be placed within the Customer Onboarding & Appeals team supporting Appeals policy and strategy, and overall BSA/AML Program Management with an emphasis on safeguarding the platform from activity that is illegal, unethical, or high risk according to Block Inc Terms of Service.

The Appeals Policy and Strategy Manager plays a vital role in developing and maintaining the organization's Appeals Program, and ensuring alignment with regulatory requirements and business objectives. This position combines policy expertise with practical implementation, working across business lines to enhance Appeals processes while maintaining regulatory compliance.

You Will:

Own and support the following pieces of the Customer Onboarding and Appeals team:

Policy Development and Management

• Lead the development, review, and maintenance of the Appeals policies and standards
• Monitor policy changes and assess their impact on the existing Appeals framework
• Develop and maintain supplementary guidance documents and FAQs
• Ensure alignment between global standards and policy requirements
• Review and process exception requests to Appeals standards

Program Implementation

• Partner with cross-functional teams to implement Appeals requirements effectively
• Advise compliance technology teams on policy requirements affecting Appeals processes and solutions
• Monitor Appeals metrics to assess program effectiveness
• Support the evaluation and enhancement of Appeals controls
• Coordinate with training teams to ensure accurate content development

Stakeholder Management

• Collaborate with legal, audit, and risk management teams
• Provide subject matter expertise to business units and support teams
• Participate in governance forums and working groups
• Support regulatory examinations and internal audits
• Build and maintain relationships with key stakeholders across the organization

Risk Management

• Assess and identify potential Appeals compliance issues
• Monitor emerging compliance risks and regulatory trends
• Review and analyze Appeals metrics and program performance
• Contribute to risk assessment processes