Block · 1 month ago
Senior Product Manager, Support Automation
Bay Area, CA, United States of America
Full-time
Onsite
Senior Level
$198K/yr - $297K/yr
6+ years expBlock is a technology company focused on increasing access to the global economy through its various brands. As a Senior Product Manager in Support Automation, you will drive the vision and execution of AI-powered support systems, enhancing customer experiences and operational efficiency.
Financial Services
Responsibilities
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
Qualification
Required
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
Preferred
Experience building operational tooling that drives cost savings and quality
Benefits
Remote work
Medical insurance
Flexible time off
Retirement savings plans
Modern family planning
Company
Block
Block is one company built from many blocks, all united by the same purpose of economic empowerment.
10001+ employees
H1B Sponsorship
Block has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (257)
2024 (253)
2023 (260)
2022 (297)
Funding
Current Stage
Late StageLeadership Team
Amrita Ahuja
Chief Financial Officer
Lookman Olusanya
CFO, Square
Recent News
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Business Journals
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