About The Position
We're building an AI-first culture at Block - aiming for 95% of employees using AI daily, with G2 (our internally built AI platform) becoming the default interface for how we work. We're looking for someone who can balance technical support with learning & enablement design and delivery to help make that happen. The role sits within Block's BizOps Change & Adoption team. You'll be a strategic partner to the G2 and BizOps teams - building the technical support infrastructure, designing learning programs that drive behavior change, and managing the programs that keep our AI champions equipped to scale AI adoption across their functions.
Requirements
- 5+ years of program management, ideally a technical background
- 2+ years of experience with automation tools, workflow builders, APIs
- Can build, debug, and troubleshoot AI workflows
- Comfortable with MCP integrations (Slack, Gmail, Sheets, Airtable, etc.)
- Understanding of LLM and AI tool capabilities
- Experience designing learning programs or enablement content
- Understanding of adult learning principles and instructional design
- Strong facilitation skills - running engaging workshops and sessions
- Experience measuring learning effectiveness (not just completion)
Responsibilities
- Be the primary responder in G2 support channels - troubleshooting issues, helping people solve technical problems & creating a safe & engaging culture of knowledge sharing
- Design and facilitate office hours & other troubleshooting sessions
- Triage complex issues to Product team or escalate to super users
- Track common technical issues and feed insights to Product team
- Build and maintain technical documentation (how-tos, troubleshooting guides, product release notes etc)
- Keep all materials, documentation, and knowledge base current and accessible
- Design and deliver learning programs that shifts mindsets from "AI is a tool I use sometimes" to "AI is how I work"
- Create learning pathways for different skill levels (beginners → power users → Guild members)
- Develop instructional materials (guides, tutorials, videos, workshops) and technical toolkits
- Coordinate and facilitate enablement sessions & learning programs (office hours, workshops, Guild technical sessions)
- Measure and report on adoption metrics (workflow creation, tool usage, capability growth)
Benefits
- Remote work
- medical insurance
- flexible time off
- retirement savings plans
- modern family planning
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
