Key skills
Product managementAI-powered productsML modelsStructured experimentsAI quality frameworksLLMsgenerative AIcommunicationAIMLGenerative AIProduct Management
About this role
Block is a technology company that aims to increase access to the global economy through its various financial products and services. As a Support Product Manager for Support Automation, you will drive the vision and execution of AI-powered products to enhance customer support experiences and improve service quality. This role involves collaborating with cross-functional teams to identify AI opportunities and implement effective automation strategies.
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
Requirements:
- 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