AI Enablement & Tech Support Program Lead

Cashapp; Melbourne; Remote; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Remote work

Medical insurance

Flexible time off

Retirement savings plans

Modern family planning

Job summary

Block, Inc. is seeking a seasoned Programs Manager to drive AI adoption across BizOps with a focus on G2 support, learning programs, and scalable enablement.

You will partner with G2 and BizOps to build support infrastructure and create training that changes how teams work with AI. The role requires translating complex technical issues into actionable learning, maintaining up-to-date documentation, and delivering office hours and workshops to accelerate adoption across functions.

Qualifications

• 5+ years of program management experience, ideally with a technical background.
• 2+ years of experience with automation tools, workflow builders, APIs.
• Experience building, debugging, and troubleshooting 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 - troubleshoot issues and foster knowledge sharing.
• Design and facilitate office hours and troubleshooting sessions.
• Triage complex issues to Product team or elevate to super users.
• Track common technical issues and feed insights to Product team.
• Build and maintain technical documentation (how-tos, guides, release notes).
• Keep materials and knowledge base current and accessible.
• Design and deliver learning programs to shift mindset to AI as a working method.
• Create learning pathways for beginners to power users to Guild members.
• Develop instructional materials (guides, tutorials, videos, workshops) and toolkits.
• Coordinate enablement sessions and learning programs.
• Measure adoption metrics (workflow creation, tool usage, capability growth).

Skills

Program management

Automation tools

AI workflows

LLM capabilities

Instructional design

Facilitation

Learning program design

Tools

Slack

Gmail

Sheets

Airtable

Job description

Block, Inc. is seeking a seasoned Programs Manager to drive AI adoption across BizOps with a focus on G2 support, learning programs, and scalable enablement.

You will partner with G2 and BizOps to build support infrastructure and create training that changes how teams work with AI. The role requires translating complex technical issues into actionable learning, maintaining up-to-date documentation, and delivering office hours and workshops to accelerate adoption across functions.