Technical Support & Enablement Program Manager

San Francisco, CA - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

Block is one company built from many blocks all united by the same purpose of economic empowerment. The blocks that form our foundational teams People Finance Counsel Hardware Information Security Platform Infrastructure Engineering and more provide support and guidance at the corporate level. They work across business groups and around the globe spanning time zones and disciplines to develop inclusive People policies forecast finances give legal counsel safeguard systems nurture new initiatives and more. Every challenge creates possibilities and we need different perspectives to see them all. Bring yours to Block.

The Role

Were 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. Were looking for someone who can balance technical support with learning & enablement design and delivery to help make that happen.

The role sits within Blocks BizOps Change & Adoption team. Youll 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.

You Will

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)

You Have

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)

Were 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 will consider qualified applicants with arrest or conviction records for employment in accordance with state and local laws and fair chance ordinances.

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 were doing to build a workplace that is fair and square Check out our ID page.

While there is no specific deadline to apply for this role U.S. roles are typically open for an average of 55 days before being filled by a successful candidate. Please refer to the date listed at the top of this job page for when this role was first posted.

Required Experience:

Manager

The Role

You Will

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)

You Have