Senior Product Manager, Support Automation

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
Block Support Product builds the systems that power our self-service, automated, and human support experiences, driving efficiency and quality across our businesses and global markets.
As Support Product Manager, Support Automation, you will drive the vision, strategy, and execution to rapidly increase automation and service quality. You will leverage AI technology to create powerful automations that will change how customers experience support at Block and drive meaningful business impact. You will be a builder, responsible for continuously identifying opportunities for AI automations and driving execution.
You Will

• Own the strategy and roadmap for AI-powered products and capabilities
• Identify AI opportunities grounded in user needs and measurable business value
• Translate ambiguous problem spaces into clear product requirements
• Work closely with ML engineers, data scientists, and researchers on model goals, data needs, evaluation methods, and quality gates
• Build and run experiments to validate hypotheses and iterate quickly
• Define how the product should behave across success, failure, and edge cases
• Establish metrics for accuracy, safety, latency, reliability, and UX satisfaction
• Partner with design on intuitive, transparent, and safe human-AI interactions
• Collaborate with legal, security, and compliance teams to ensure responsible AI practices
• Lead cross-functional execution from concept through launch and iteration

You Have

• 6-9 years of product management experience including a proven track record launching successful AI or ML driven products.
• Strong technical intuition about ML models, training loops, evaluation, prompt design, data pipelines, and real-time inference constraints
• Experience designing and running structured experiments, including A/B tests and offline evaluations
• An ownership mentality with the ability to rapidly drive complex, cross-functional initiatives from strategy through execution at scale.
• Excellent communicator, capable of distilling complex technical concepts into clear narratives for executive, operational, and technical audiences. Ability to work across scaled Customer Support and operational teams in a regulated industry.
• Familiarity with AI quality, safety, and responsible-use frameworks
• Experience with LLMs, multimodal models, or applied generative AI

Highly Preferred

• Experience building operational tooling that drives cost savings and quality

We're working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We also consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we're doing to build a workplace that is fair and square? Check out our I+D page .
Block will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and "fair chance" ordinances.
Block takes a market-based approach to pay, and pay may vary depending on your location. U.S. locations are categorized into one of four zones based on a cost of labor index for that geographic area. The successful candidate's starting pay will be determined based on job-related skills, experience, qualifications, work location, and market conditions. These ranges may be modified in the future.
To find a location's zone designation, please refer to this resource . If a location of interest is not listed, please speak with a recruiter for additional information.
Zone A:
$198,000 - $297,000 USD
Zone B:
$188,100 - $282,100 USD
Zone C:
$178,200 - $267,400 USD
Zone D:
$168,300 - $252,500 USD
Use of AI in Our Hiring Process
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.
Contact us at [email protected] with hiring practice or data usage questions.
Every benefit we offer is designed with one goal: empowering you to do the best work of your career while building the life you want. Remote work, medical insurance, flexible time off, retirement savings plans, and modern family planning are just some of our offering. Check out our other benefits at Block.
Block, Inc. (NYSE: XYZ) builds technology to increase access to the global economy. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we're helping build a financial system that is open to everyone.