Staff Machine Learning Engineer (Modeling), Support

YOU will lead the end to end delivery of multiple ML initiatives from planning through rollout and maintenance. YOU will partner with risk, product, engineering, design, and operations to define and drive long term ML roadmaps informed by domain expertise and industry trends. YOU will guide the team’s direction, identifying new ML AI opportunities and advising leadership on strategic tradeoffs. YOU will drive R&D efforts exploring next generation chatbot architectures using LLMs, RAG, fine tuning, and real time inference. YOU will design, deploy, and maintain ML models powering conversational agents including support chatbots across Cash App, Square, and other Block products. YOU will develop ML powered tools and real time recommendation systems that enhance support agent effectiveness and customer outcomes. YOU will act as the technical representative for your team’s systems and programs, clearly communicating work and results to stakeholders, cross functional partners, and external audiences.

Responsibilities

• Lead the end to end delivery of multiple ML initiatives from planning through rollout and long term maintenance
• Partner strategically with risk, product, engineering, design, and operations leaders to define and drive long term ML roadmaps informed by domain expertise and industry trends
• Guide the team’s direction, identifying new ML AI opportunities and advising leadership on strategic tradeoffs and opportunities
• Drive R&D efforts exploring next generation chatbot architectures using LLMs, RAG, fine tuning, and real time inference
• Design, deploy, and maintain ML models powering conversational agents including customer support chatbots across Cash App Square and other Block products
• Develop ML powered tools and real time recommendation systems that enhance support agent effectiveness and customer outcomes
• Act as the technical representative for your team’s systems and programs, clearly communicating work and results to stakeholders, cross functional partners, and external audiences

Requirements

• 10+ years of experience in machine learning, applied AI, or product ML roles, with deep technical expertise
• Demonstrated leadership capabilities, with the ability to influence and align cross functional teams while directly shaping the work of peers through communication, context sharing, and technical guidance
• A track record of delivering organizational wide impact, shaping systems, frameworks, or initiatives that raise the bar across multiple teams or functions
• Proven ability to ship end to end ML features from problem framing through deployment and long term maintenance
• Demonstrated experience with language models, dialog systems, or generative AI in production
• Strong foundation in NLP, deep learning, or ML infrastructure best practices
• Excellent communication skills, with the ability to represent the team’s work to leadership and stakeholders
• Enthusiasm for R&D and pushing the boundaries of applied AI to transform conversational systems

Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning