Program Specialist III

About The Role

The Global Support Operations (GSO) Agent Experience (AX) team is responsible for ensuring Uber's customer support agents have the tools, technology, and workflows needed to deliver exceptional customer experiences. We partner closely with Product, Engineering, Customer Obsession (CO), GDX, regional Operations, and our global BPO partners to design, test, deploy, and continuously improve agent-facing products across Uber's global support network.

As a GSO AX Program Specialist III , you will play a key role in shaping how new products and capabilities translate into effective frontline experiences. You will represent the voice of Operations and our support agents throughout the product lifecycle - from identifying operational problems and defining business requirements, to validating solutions, leading pilots and Hawk tests, enabling global deployments across our BPO network, measuring impact, and driving continuous improvement.

This role goes beyond supporting product launches. You will be expected to own Agent Experience outcomes , influence cross-functional product decisions, identify opportunities to improve how agents work, and build scalable approaches that enable Uber to deploy technology effectively across a complex, multi-vendor global support ecosystem.

As a Specialist III, you are expected to operate with a high degree of independence - owning a portfolio of agent-facing products or workstreams end to end, setting the approach rather than executing a defined one, and raising the bar for how GSO AX partners with Product and BPOs.

This role is ideal for someone who combines strong operational judgment with product thinking, has lived the realities of a BPO/contact center environment, is comfortable navigating ambiguity, and can influence stakeholders across Product, Engineering, Operations, and our global BPO network.

What You'll Do

Identify Agent Experience Opportunities & Define Requirements

Partner with Operations, BPOs, Product, and other stakeholders to identify agent pain points, workflow gaps, and opportunities for technology-enabled improvements. Run structured discovery - agent shadowing, site visits, BPO listening sessions, tech error and UX issue intake - to ground requirements in real frontline workflows. Translate operational needs into clear business requirements, use cases, and success criteria that Product and Engineering teams can act upon. Represent the voice of agents and Operations in product discussions and help ensure solutions are designed with frontline workflows in mind. Proactively identify opportunities to simplify workflows, reduce agent effort and clicks, and improve the overall agent experience.

Own Product Readiness, Incubation & UAT

Own the operational readiness of new agent-facing products and features, from early validation through global launch. Develop structured UAT, incubation, and pilot approaches that validate functionality against real-world agent workflows and edge cases. Design and run pilots with BPO sites - defining scope, agent cohorts, training, entry/exit criteria, and issue triage paths. Partner with Product, Engineering, Operations, and BPO teams to identify issues, prioritize improvements, and determine readiness for broader deployment. Ensure learnings from pilots and testing translate into actionable product and operational improvements.

Drive Product Efficacy & Impact Measurement

Define success measures for new tools and capabilities in partnership with Product and Operations stakeholders. Lead Hawk testing and other efficacy assessments to understand how products perform in live operational environments, and own the Go/No-Go recommendation for wider rollout. Evaluate the impact of tools on agent experience and operational outcomes across efficiency (AHT, agent effort), quality (QA score, defect/rework rates), customer experience (CSAT, FCR), and adoption/utilization. For AI-enabled capabilities, measure containment/deflection, suggestion acceptance, answer quality, and escalation impact - and flag quality or trust risks early. Build and maintain your own reporting - pull and analyze data directly (Google Sheets, SQL, Tableau/Looker, or AI-assisted analysis) rather than depending on analyst support for routine questions. Synthesize quantitative and qualitative insights to support product decisions and go/no-go recommendations.

Build the Product-Operations Feedback Loop

Establish strong feedback mechanisms between frontline Operations, BPO partners, GDX, and Product teams. Aggregate and prioritize agent and operational feedback to identify recurring product opportunities and systemic issues. Convert frontline insights into structured recommendations that influence product roadmaps and future iterations. Close the loop with Operations and BPO partners by communicating how feedback has translated into product changes or decisions.

Influence Through POD & Cross-Functional Engagement

Represent GSO Agent Experience in PODs and other cross-functional forums. Build trusted partnerships across Product, Engineering, Customer Obsession, GDX, regional Operations, and BPO stakeholders. Advocate for agent needs while balancing product, technical, operational, and business considerations. Drive alignment across stakeholders when ownership or solutions span multiple teams, and escalate crisply when decisions stall.

Enable Global Deployment & Adoption

Partner with regional and BPO stakeholders to develop scalable deployment and adoption strategies for new capabilities across sites, vendors, languages, and lines of business. Work with BPO training, quality, and WFM teams to land enablement - training materials, knowledge updates, floor support, and change communications. Monitor adoption and product health across markets and identify barriers to successful utilization. Diagnose differences in adoption or performance across regions, vendors, and sites, and develop targeted interventions. Capture learnings from deployments and use them to continuously improve future launch approaches.

Advance AI-First Agent Experience

Identify opportunities to use AI and automation to improve agent workflows and the way GSO manages product deployments. Support the rollout and evaluation of AI-enabled support capabilities - agent assist and copilots, automated summarization, AI-driven knowledge retrieval, AI QA, and customer-facing automation - including how they change the agent's role and required skills. Harness AI to develop dashboards, webpages, launch trackers, playbooks, and knowledge assets that improve visibility into product health, launch readiness, and operational performance. Translate complex technical and product developments into clear narratives and actionable guidance for Operations and leadership. Champion AI-first ways of working by automating documentation, reporting, analysis, and knowledge management where appropriate. Contribute to shaping the future of AI-enabled customer support and Uber's Agent of the Future .

What You'll Need

Basic Qualifications

5+ years of experience in Product Operations, Operations, Program Management, Customer Support Operations, UAT, or a related field. Direct BPO experience: Working within, operations, managing teams, or partnering with outsourced BPO/contact center operations. This includes hands-on exposure to frontline agent workflows and day-to-day site realities (staffing, training, quality, floor support, adherence). Demonstrated experience working with external BPO vendors and site leadership to land change: running pilots or UAT with BPO agents, driving tool adoption across multiple sites or vendors, and managing performance conversations grounded in operational data. Experience working within customer support, contact center, or other large-scale operational environments, and familiarity with core support metrics (AHT, FCR, CSAT, QA score, occupancy, adoption/utilization). Demonstrated ability to take ambiguous operational problems, structure them, and drive solutions across multiple stakeholders with minimal direction. Strong analytical and problem-solving skills, with the ability to combine operational data and qualitative insights into clear recommendations; comfortable working in spreadsheets and dashboards independently. Strong written and verbal communication skills, including the ability to communicate effectively with both technical and operational audiences, and to present recommendations to senior stakeholders. Experience managing multiple initiatives and stakeholders simultaneously in a fast-paced, cross-functional, multi-timezone environment. Strong ownership mindset with the ability to independently drive initiatives from problem identification through implementation and measurement. Working knowledge of AI-enabled customer support tools, agent-assist technologies, and emerging applications of AI in Operations, with practical use of AI tools in your own workflow.

Preferred Qualifications

Experience supporting or owning technology/product launches within customer operations at global scale. Experience operating in a multi-vendor BPO model - coordinating across several outsourcing partners, sites, and geographies with differing maturity levels. Familiarity with BPO commercial and governance constructs (SOWs, SLAs, QBRs, capacity and ramp planning) and how tooling changes affect them. Experience translating operational problems into business or product requirements (PRDs, BRDs, user stories). Familiarity with UAT methodologies, incubation, experimentation, pilot programs, A/B or holdout testing, and product efficacy measurement. Experience partnering directly with Product, Engineering, Design, or Technical Program Management teams. Experience evaluating AI/GenAI support capabilities in production - measuring answer quality, deflection/containment, and agent trust and adoption. Experience using data to evaluate product adoption and operational impact; hands-on with SQL, Tableau, Looker, Google Sheets, or similar. Experience developing scalable processes, frameworks, or operating models across multiple markets or teams. Experience with knowledge management, agent enablement, or support content operations. Demonstrated interest in AI, automation, and the future of customer support.

Ready to Ride?

This isn't the kind of place where you follow a playbook - it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves - we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.

Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.