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Uber's Global Support Operations (GSO) Agent Experience (AX) team is seeking a Program Specialist III to drive how new products and capabilities translate into effective frontline support experiences. You will represent the voice of Operations and support agents throughout the product lifecycle—from identifying operational problems and defining business requirements, to validating solutions, leading pilots, enabling global deployments across Uber's BPO network, measuring impact, and driving continuous improvement.
In this role, you will own Agent Experience outcomes, influence cross-functional product decisions, identify opportunities to improve agent workflows, and build scalable approaches for deploying technology across a complex, multi-vendor global support ecosystem. Operating with high independence, you will own a portfolio of agent-facing products or workstreams end-to-end, setting the approach rather than executing a defined one.
Key Responsibilities:
- Identify Agent Experience Opportunities & Define Requirements: Partner with Operations, BPOs, Product, and stakeholders to identify agent pain points and workflow gaps. Run structured discovery through agent shadowing, site visits, and listening sessions. Translate operational needs into clear business requirements and success criteria for Product and Engineering teams.
- Own Product Readiness, Incubation & UAT: Develop structured UAT, incubation, and pilot approaches that validate functionality against real-world agent workflows. Design and run pilots with BPO sites, defining scope, training, and issue triage paths. Partner across teams to identify issues and determine readiness for broader deployment.
- Drive Product Efficacy & Impact Measurement: Define success measures in partnership with stakeholders. Lead Hawk testing and efficacy assessments. Evaluate impact on agent experience and operational outcomes (AHT, agent effort, QA score, CSAT, FCR, adoption). For AI-enabled capabilities, measure containment/deflection, suggestion acceptance, and answer quality. Build and maintain your own reporting using Google Sheets, SQL, Tableau/Looker, or AI-assisted analysis.
- Build the Product–Operations Feedback Loop: Establish feedback mechanisms between frontline Operations, BPO partners, and Product teams. Aggregate and prioritize agent feedback to identify recurring opportunities. Convert frontline insights into structured recommendations that influence product roadmaps.
- Influence Through POD & Cross-Functional Engagement: Represent GSO Agent Experience in cross-functional forums. Build trusted partnerships across Product, Engineering, Customer Obsession, GDX, regional Operations, and BPO stakeholders. Advocate for agent needs while balancing business considerations.
- Enable Global Deployment & Adoption: 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 on enablement. Monitor adoption and product health across markets.
- Advance AI-First Agent Experience: Identify opportunities to use AI and automation to improve agent workflows. Support rollout and evaluation of AI-enabled capabilities (agent assist, copilots, automated summarization, AI QA). Harness AI to develop dashboards, trackers, and knowledge assets. Champion AI-first ways of working.
Requirements:
- 5+ years of experience in Product Operations, Operations, Program Management, Customer Support Operations, UAT, or related field
- Direct BPO experience: working within, managing teams, or partnering with outsourced BPO/contact center operations, including hands-on exposure to frontline agent workflows and 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, managing performance conversations grounded in operational data
- Experience in customer support, contact center, or large-scale operational environments; 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; comfortable working in spreadsheets and dashboards independently
- Strong written and verbal communication skills; ability to communicate with technical and operational audiences and present to senior stakeholders
- Experience managing multiple initiatives and stakeholders simultaneously in fast-paced, cross-functional, multi-timezone environments
- Strong ownership mindset with 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 AI applications in Operations; 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 multi-vendor BPO models across multiple outsourcing partners, sites, and geographies
- Familiarity with BPO commercial and governance constructs (SOWs, SLAs, QBRs, capacity and ramp planning)
- 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
- Hands-on experience 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
