About the company
It all started with an idea at Block in 2013. Initially built to take the pain out of peer-to-peer payments, Cash App has gone from a simple product with a single purpose to a dynamic ecosystem, developing unique financial products, including Afterpay/Clearpay, to provide a better way to send, spend, invest, borrow and save to our 47 million monthly active customers. We want to redefine the worldās relationship with money to make it more relatable, instantly available, and universally accessible. Today, Cash App has thousands of employees working globally across office and remote locations, with a culture geared toward innovation, collaboration and impact. Weāve been a distributed team since day one, and many of our roles can be done remotely from the countries where Cash App operates. No matter the location, we tailor our experience to ensure our employees are creative, productive, and happy.
Job Summary
You Will:
šDefine the strategy, roadmap, and prioritization for AI assistance for agents, across the entire journey: determining what a customer needs help with, what to do, how to respond, and how to improve šCoordinate actions with a dedicated product team of a Designer, Client Engineers, Server Engineers, Machine Learning Modelers, Machine Learning Engineers, and a Data Scientist šDeeply understand the needs of agents and customers and act as their voice through planning, design and execution šSet the pace for the team by effectively driving clarity and alignment through excellent communication and product documentation šSee the future of AI-assisted agent support in vivid color and keep the teamās ambition high along the journey
Qualifications
You Have: š8+ years of product management or equivalent experience šPossess both expertise and passion in AI - youāre following all the latest improvements and testing it yourself šShown high agency and attention to detail driving a product team forward daily šDefined and owned a roadmap without much guidance šDisplayed strong customer empathy and experience shaping product direction and execution based on customer needs šResilience and experience driving cross-functional product initiatives in a successful way šA hunger to tackle complicated and impactful product & business problems šAppreciation for product design and the customer experience šStrong strategic thinking, problem solving, and logical structuring abilities šComfort with ambiguity; the ability to independently lay out and test clear hypotheses, and solve problems without well-defined direction šBonus: Youāve integrated AI within customer support
