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About the role
Key responsibilities & impact- Operationalize global Consumer Protection and Privacy policies across Global Customer Support to ensure we are always compliant with handling and monitoring requirements.
- Own the CS Compliance Readiness Framework: ensure all new product launches, geographic expansions, and regulatory changes are operationalized with documented controls, QA monitoring, and measurable adherence.
- Develop Consumer Protection and Privacy playbooks for all new country entries and multi-product launches, in partnership with Legal, Compliance, and Global CS Operations.
- Own ERM and REAF issue management for Customer Success: track open findings, manage remediation timelines, and report on status to leadership
- Lead projects to resolve findings highlighted by the first, second, or third line teams; support internal and external audits concerning Consumer Trust programs
- Use qualitative and quantitative data to identify compliance or privacy gaps and lead projects to reduce friction for both internal and external users.
- Partner with Global Regulatory Change teams, Privacy, and Compliance Officers to ensure CS operational requirements are surfaced and addressed in regulatory planning cycles.
- Maintain all policies, SOPs, procedure documentation, and Help Articles related to Consumer Trust programs.
- Report on global and regional regulatory trends and their operational implications to CS leadership and Compliance stakeholders.
Requirements
What you’ll need- 5+ years of experience in a regulated environment related to financial services, money transfers, or compliance operations
- Understanding of consumer protection laws and global governing regulations related to money transfers and financial services.
- Demonstrated experience managing regulatory change programs: translating new or updated requirements into SOPs, controls, and operational processes
- 2+ years of experience working with both qualitative and quantitative data to make decisions and develop hypotheses
- You’re comfortable influencing others, being part of cross-functional teams, managing stakeholders, and communicating project progress.
- Proficiency with AI co-working tools (Claude, ChatGPT, NotebookLM) for regulatory research, document drafting, and gap analysis
- Strong analytical and systems thinking, you can map a regulatory requirement to every operational touchpoint it affects and identify gaps before they surface in an exam.
Benefits
Comp & perks- Rice Allowance
- Transportation Allowance
- Paid Vacation
- Medical, Dental & Vision
- Accident and Life Insurance
- Employee Stock Purchase Plan (ESPP)
- Mental Health & Family Forming Benefits
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
regulatory change managementcompliance operationsSOP developmentdata analysisgap analysisquality assurance monitoringissue managementproject managementoperational process developmentconsumer protection law understanding
Soft Skills
influencingstakeholder managementcross-functional teamworkcommunicationanalytical thinkingsystems thinking