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 DoIdentify 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