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

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.