Merchant and Network Compliance Manager

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn’t work together.

So we expanded into software and started building integrated, omnichannel solutions - to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we’ve embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place. Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes - large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We’re building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same., Block’s Merchant Network & Compliance (MNC) team sits within the Business Product Compliance and Partnerships organization. Our mission is to ensure Block maintains strong standing with payment networks, acquiring banks, and partner institutions by running a comprehensive, end-to-end compliance oversight program. We guide cross-functional teams on network rules and partner obligations, strengthen Block’s compliance control environment, and collaborate on new business models and global expansion efforts.

In this role, you will report to the Head of MNC and serve as the primary DRI for day-to-day payment network and acquiring bank escalations across Square’s merchant acquiring program. You will own the investigation, response, and resolution of network escalations - ensuring Square delivers timely, accurate, and credible responses to Visa, Mastercard, Amex, and acquiring bank inquiries. As Square expands across multiple acquiring bank relationships, including Bancorp and Square Financial Services, your work will be central to protecting Square’s network standing and payment-processing continuity for sellers.

You will

• Serve as the primary owner of inbound payment network and acquiring bank escalations, managing investigations end-to-end from intake through resolution and formal partner response
• Investigate and remediate brand risk violations, restricted and illegal product inquiries, account data compromise events, complex surcharge matters, and payment service provider escalations across bank-acquired and Square-acquired merchants
• Prepare and deliver evidence packages, remediation plans, and formal written responses to Visa, Mastercard, Amex, and acquiring bank partners under strict deadlines
• Manage acquirer-driven escalations involving suspicious merchant activity, MCC classification, and merchant governance issues across multiple bank partners, each with distinct requirements and escalation paths
• Conduct merchant due diligence, apply network rule interpretation, and assess compliance posture to determine appropriate remediation strategy
• Support network and acquiring bank audits end-to-end, including evidence preparation, coordination, and closeout documentation
• Identify recurring escalation patterns and contribute to scalable control improvements, AI-enabled workflow enhancements, and standardized SOPs
• Maintain accurate case records, tracking, and reporting to support audit readiness and leadership visibility, We may use automated AI tools to evaluate job applications for efficiency and consistency. These tools comply with local regulations, including bias audits, and we handle all personal data in accordance with state and local privacy laws.

Do you have a valid Certified Fraud Examiner certification?, Do you have experience in Incident Escalation?, * 5+ years of experience in compliance, risk, or a related function in financial services or payments, or equivalent work experience

• Working knowledge of payment network rules and regulations across Visa, Mastercard, and/or Amex, with the ability to interpret and apply rule language to specific merchant and partner situations
• Experience managing partner-facing escalations and communications, including preparation of evidence packages and formal responses under time-sensitive deadlines
• Solid understanding of merchant acquiring risk, including brand risk, prohibited merchant categories, MCC classification, account data compromise, and surcharging compliance
• Familiarity with BSA/AML, sanctions, and broader financial crimes compliance frameworks
• Strong organizational and analytical skills with the ability to manage multiple active escalations, prioritize effectively, and meet strict deadlines
• Excellent written and verbal communication skills, with the ability to engage credibly with internal stakeholders and external bank and network partners
• Sound judgment when navigating complex, ambiguous escalations with significant financial or partner-relationship consequences
• Comfort operating in a fast-paced, evolving environment where partner expectations and network rules shift frequently
• Industry certifications (CAMS, CFE, CFCS, CRCM) are a plus

3.63.6 out of 5 stars San Francisco Bay Area, CA Remote $103,200 - $193,600 a year, Pulled from the full job description

• Retirement plan
• Life insurance