Program Specialist IV - AI Bugs & Outages

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.
• AI Operationalization & Change Management: Operationalize new AI-enabled workflows and analytical tools, establish adoption plans, run agent enablement, and ensure new operating methods stick.
• Executive Communication: Synthesize complex performance data, mitigation impact, and program statuses into high-level slide decks, executive narratives, and stakeholder reviews.

Basic Qualifications

• At least 2 years of experience in project management or program operations in a high-stakes, fast-moving environment.
• Proficiency in advanced project management frameworks and global coordination tools.
• Proven proficiency in problem-solving, collaboration, and stakeholder management at a global or cross-site level.
• Advanced organizational, planning, and communication skills.
• Demonstrated analytical skills with the ability to connect project performance to business metrics.

Preferred Qualifications

• 3+ years of experience leading cross-functional projects, continuous improvement programs, or technical operations initiatives.
• Proven track record of translating operational insights and data trends into actionable requirements for Product, ENG, Policy, or Operations partners.
• Demonstrated experience in project management: managing project lifecycles end-to-end, defining milestones, setting controls, and driving partner accountability.
• Practical experience operationalizing AI, automation, or data tools to streamline repetitive analysis and workflow execution.
• Experience designing operational standards, quality frameworks, or support workflows.
• Strong written and verbal communication skills with experience presenting to senior leadership.

For Phoenix, AZ-based roles: The base hourly rate amount for this role is USD $30.70 per hour.

For San Francisco, CA-based roles: The base hourly rate amount for this role is USD $34.21 per hour.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered other types of comp. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.