Program Specialist III

2 weeks ago

Gurgaon, Haryana, India Uber Full time
Job Description

About the Role

We are seeking a detail-oriented and proactive GSO Agent Experience Associate to support product incubation, testing, and tool adoption efforts within Global Services Operations. This role is responsible for ensuring internal tools are tested effectively, adopted smoothly, and continuously optimized based on frontline feedback and performance data. The ideal candidate thrives at the intersection of operations, product testing, and stakeholder engagement.

What the Candidate Will Need / Bonus Points

---- What the Candidate Will Do ----

1. Incubation & UAT Support
2. Lead and coordinate user acceptance testing (UAT) and incubation for new tools and features.
3. Ensure alignment between tool functionality and agent workflows through structured testing protocols.
4. Hawk Testing & Efficacy Measurement
5. Manage Hawk testing initiatives to validate tool performance in real operational environments.
6. Synthesize test results and provide actionable insights to inform go/no-go decisions and enhancements.
7. Feedback Loop with GDX
8. Maintain an ongoing feedback channel with the GDX (Global Digital Experience) team and other product partners.
9. Aggregate agent and operations feedback to influence tool improvements and future iterations.
10. POD Engagement & Collaboration
11. Actively participate in PODs (cross-functional engagement groups) to advocate for agent needs.
12. Share updates, collect insights, and support change management efforts within each POD.
13. Regional Tool Adoption Tracking
14. Track regional tool rollout and adoption across markets.
15. Identify adoption barriers and collaborate with stakeholders to improve engagement and utilization.
16. Tool Performance & Metric Impact
17. Monitor key performance indicators (KPIs) related to tool usage and agent experience.
18. Assess the impact of new tools on operational metrics such as efficiency, quality, and customer satisfaction.

---- Basic Qualifications ----

1. 3-4 years of experience in operations, product enablement, or UAT-related roles.
2. Familiarity with service operations and agent workflows.
3. Strong analytical skills with experience interpreting tool performance and feedback data.
4. Excellent communication and cross-functional collaboration abilities.
5. Experience with global teams and regional rollouts is a plus.
6. Strong task management, analytical (reporting and project file creations) and be able to present to senior leaders

---- Preferred Qualifications ----

1. Project Management
2. BPO Experience

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

.Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to .

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