Live opening · Posted 8 hours ago
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Description supplied by the original job listing.
About the role and team
Global Fix Experience (GFX) is an AI-first organization operating at the intersection of Customer Experience, Product, and Engineering. We use AI to detect, qualify, correlate, and prioritize technical signals coming from customer support interactions at scale, allowing our specialists to focus human expertise where judgment, program design, and cross-functional leadership create the most value.
Our Program Specialist team converts AI and operational learnings into projects, enablement, and systemic improvements that strengthen GFX performance and reduce unnecessary work. The team combines operational expertise, cross-functional leadership, and AI-enabled workflows to turn recurring signals into measurable inflow reduction, standardized operating models, and closed-loop process improvements.
Success requires strong prioritization, stakeholder leadership, analytical problem-solving, and comfort with ambiguity. You will partner across global teams, challenge and operationalize AI capabilities, establish rigorous standards and quality frameworks, and use every operational finding not merely to patch the immediate gap, but to feed learnings back into Knowledge Bases, TSGs, escalation logic, and automation to sustainably eliminate avoidable work.
As a GFX Program Specialist IV, you will own the end-to-end strategy, execution, and governance of Improve Prevention programs across Fix Experience. Translate AI-generated signals and operational investigation findings into targeted cross-functional projects, robust standards, and closed-loop enablement that eliminate avoidable defects, elevate frontline readiness, optimize automation, and sustainably drive down contact inflow.
What you’ll do
Improve Prevention Ownership: Prioritize recurring avoidable and reducible issue themes surfaced by AI and operational investigations.
Cross-Functional Action Translation: Translate diagnostic themes into clear, concrete action items and roadmaps for Knowledge, Support Operations, Vendor Management, Policy, Product, and Engineering teams.
Program Execution & Stakeholder Accountability: Lead end-to-end project execution, establish program controls, manage dependencies, and hold cross-functional partners accountable for upstream defect remediation.
Inflow Reduction & Measurement: Establish baseline metrics and rigorous measurement frameworks to quantify whether process and product interventions sustainably reduce inflow, prevent repeat contacts, and improve CX.
Closed-Loop Systemic Enablement: Feed prevention learnings directly back into Knowledge Bases (KB), Troubleshooting Guides (TSG), escalation logic, frontline automations, and AI models.
Operational Standards & Governance: Define escalation workflows, operating standards, quality frameworks, and control mechanisms to ensure consistent operational execution across global sites.
Skills
Customer Support, Vendor Management
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