Program Specialist III

Role overview

Discovery and requirements

• Identify agent pain points, workflow gaps, and technology-enabled improvement opportunities with Operations, BPOs, Product, and stakeholders.
• Use agent shadowing, site visits, BPO listening sessions, and issue intake to understand frontline workflows.
• Translate operational needs into business requirements, use cases, and success criteria; advocate for agent needs in product discussions.
• Find ways to simplify workflows, reduce agent effort and clicks, and improve agent experience.

Readiness, testing, and pilots

• Own operational readiness from early validation through global launch.
• Develop UAT, incubation, and pilot approaches that test functionality against real agent workflows and edge cases.
• Design BPO-site pilots, defining scope, agent cohorts, training, entry and exit criteria, and issue triage.
• Work with Product, Engineering, Operations, and BPO teams to resolve issues, determine rollout readiness, and apply pilot learnings.

Measurement and feedback

• Define success measures and lead Hawk testing and other efficacy assessments, including go/no-go recommendations for wider rollout.
• Assess efficiency, agent effort, quality, customer experience, adoption, and utilization; assess AI containment, suggestion acceptance, answer quality, and escalation impact where relevant.
• Use Google Sheets, SQL, Tableau, Looker, or AI-assisted analysis to produce reporting and combine quantitative and qualitative insights.
• Build feedback mechanisms, prioritize recurring issues, and turn frontline insights into recommendations for product roadmaps and future iterations.

Candidate profile

• The role calls for experience in a BPO or contact center environment, operational judgment, and product thinking.
• The specialist is expected to work independently, own workstreams end to end, and influence cross-functional stakeholders.
• The role requires comfort with ambiguity and the ability to analyze reporting data directly using suitable tools.