Machine Learning Leader

About The Company

Block, Inc. is a leading technology company committed to building an inclusive economy through innovative financial and digital solutions. Our diverse portfolio includes brands such as Square, Cash App, Afterpay, TIDAL, Bitkey, and Proto, each designed to enhance access to financial services, entertainment, and digital assets for people around the world. With a mission to increase access to the global economy, Block empowers individuals and businesses by providing accessible, scalable, and secure platforms that foster financial growth and inclusion. Our collaborative and dynamic environment encourages innovation, diversity, and a shared purpose of creating meaningful impact for our users and communities worldwide.

About The Role

We are seeking a highly skilled and experienced Machine Learning Leader to join our Support ML Modeling team at Block. This pivotal role focuses on driving innovation in customer support experiences across our entire ecosystem, including Cash App, Square, and other business units. The ideal candidate will lead the development and deployment of advanced AI and machine learning solutions that enhance support quality, efficiency, and accessibility. You will oversee end-to-end ML initiatives, collaborate strategically with cross-functional teams, and spearhead research efforts exploring next-generation chatbot architectures such as large language models (LLMs), retrieval-augmented generation (RAG), fine-tuning, and real-time inference. Your expertise will directly influence the future of support systems at Block, transforming how we serve our customers and support agents through intelligent automation and conversational AI.

Qualifications

• 10+ years of experience in machine learning, applied AI, or product ML roles with strong technical expertise
• Proven leadership skills with the ability to influence and align cross-functional teams
• Extensive experience in delivering organization-wide ML systems, frameworks, or initiatives
• Track record of 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 natural language processing (NLP), deep learning, and ML infrastructure best practices
• Excellent communication skills for stakeholder engagement and technical representation
• Enthusiasm for research and development in applied AI to advance conversational systems
• Proficiency with technologies such as Python, PyTorch, TensorFlow, or JAX

Responsibilities

• Lead the end-to-end delivery of multiple machine learning initiatives, including planning, design, deployment, documentation, and ongoing maintenance
• Partner strategically with risk, product, engineering, design, and operations teams to define long-term ML roadmaps and strategies
• Identify new ML/AI opportunities, advise leadership on strategic trade-offs, and guide team direction
• Drive research and development efforts exploring next-generation chatbot architectures utilizing LLMs, RAG, fine-tuning, and real-time inference
• Design, deploy, and maintain ML models powering conversational agents such as support chatbots across various Block products
• Develop ML-powered tools and real-time recommendation systems to enhance support agent productivity and customer support outcomes
• Act as the technical representative for your team’s systems and projects, effectively communicating results and insights to stakeholders and external audiences

Benefits

• Remote work flexibility, allowing you to work from anywhere within the designated time zone
• Comprehensive medical, dental, and vision insurance plans
• Generous paid time off and flexible scheduling options
• Retirement savings plans with company contributions
• Support for modern family planning and work-life balance initiatives
• Access to ongoing learning and development resources to foster career growth
• Inclusive and collaborative work environment committed to diversity and equity

Equal Opportunity

Block is an equal opportunity employer. We evaluate all employees and applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other legally protected status. We are committed to fostering an inclusive workplace where everyone can thrive.