AI Summary
Lead the development of machine learning initiatives to automate and enhance customer support experiences across Block's ecosystem. Drive innovation in conversational systems and develop scalable solutions. Collaborate with cross-functional teams to ensure successful deployment and maintenance of ML models.
Key Highlights
Lead the planning, design, and deployment of multiple machine learning initiatives
Collaborate with risk, product, engineering, design, and operations teams
Drive research and development efforts exploring next-generation chatbot architectures
Design, deploy, and maintain machine learning models powering conversational agents and support chatbots
Technical Skills Required
Benefits & Perks
Remote work flexibility
Comprehensive medical insurance plans
Flexible time off policies
Retirement savings plans
Modern family planning benefits
Job Description
About The Company
Block is a leading technology company committed to transforming the financial services landscape through innovative solutions and cutting-edge technology. With a diverse ecosystem that includes Cash App, Square, and other business units, Block aims to empower individuals and businesses by providing seamless, accessible, and intelligent financial tools. The company fosters a culture of innovation, collaboration, and continuous learning, striving to stay at the forefront of technological advancements in the industry. Block is dedicated to creating an inclusive environment that values diversity and equal opportunity, ensuring that all employees and applicants are evaluated fairly and without bias. The organization also adheres to local laws and ordinances concerning fair employment practices, including considerations for individuals with arrest or conviction records.
About The Role
We are seeking a highly experienced Machine Learning Lead to join our Support ML Modeling team. This pivotal role is central to driving innovation in customer support experiences across our ecosystem, including Cash App, Square, and other business units. The successful candidate will lead the end-to-end delivery of multiple machine learning initiatives, focusing on automating and enhancing support interactions through advanced AI technologies. Your expertise will help shape the future of intelligent, automated support systems by developing scalable, high-impact solutions that improve support quality, efficiency, and accessibility. This role involves strategic partnership with cross-functional teams, guiding research and development efforts, and serving as a technical leader to ensure the successful deployment and maintenance of ML models that power conversational agents and internal tools.
Qualifications
- 10+ years of experience in machine learning, applied AI, or product ML roles with deep technical expertise
- Proven leadership capabilities, including influencing cross-functional teams and providing technical guidance
- Track record of delivering organizational impact through system, framework, or initiative development
- Experience in shipping end-to-end ML features from problem framing to deployment and maintenance
- Hands-on experience with language models, dialog systems, or generative AI in production environments
- Strong foundation in NLP, deep learning, and ML infrastructure best practices
- Excellent communication skills, capable of articulating technical work to leadership and stakeholders
- Enthusiasm for R&D and pushing boundaries in applied AI to innovate conversational systems
- Lead the planning, design, and deployment of multiple machine learning initiatives, ensuring scalability and reliability
- Collaborate strategically with risk, product, engineering, design, and operations teams to define and execute long-term ML roadmaps
- Identify new ML/AI opportunities and advise leadership on strategic tradeoffs and potential innovations
- Drive research and development efforts exploring next-generation chatbot architectures, including LLMs, RAG, fine-tuning, and real-time inference
- Design, deploy, and maintain machine learning models powering conversational agents and support chatbots across various products
- Develop ML-powered tools and real-time recommendation systems to enhance support agent effectiveness and customer satisfaction
- Act as the technical representative for your team’s systems, effectively communicating work and results to stakeholders and external audiences
- Remote work flexibility, enabling work from anywhere in the United States
- Comprehensive medical insurance plans to support your health and well-being
- Flexible time off policies to promote work-life balance
- Retirement savings plans to help you plan for the future
- Modern family planning benefits to support your personal life and family needs
Block is an equal opportunity employer evaluating all employees and job applicants without regard to identity or any legally protected class. We will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and “fair chance” ordinances.