Technical Support & Enablement Program Manager
Remote Melbourne, Australia
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
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 deliver 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.
You Will
* Be the primary responder in G2 support channels – troubleshooting issues, helping people solve technical problems and creating a safe and engaging culture of knowledge sharing
* Design and facilitate office hours and 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 shift 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 and 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 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
* Understanding of adult learning principles and instructional design
* Strong facilitation skills – running engaging workshops and sessions
* Experience measuring learning effectiveness (not just completion)
Block is a proudly equal‐opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to identity or other legally protected class. 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.
Block is a globally distributed company and this role will require working with other employees in multiple time zones. You may be required to perform work outside of normal business as part of this role.
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