Program Specialist III
Role Overview
The GSO Agent Experience team equips customer support agents with tools, technology, and workflows for effective customer support.
The Specialist III represents Operations and support agents through product discovery, requirements, validation, pilots, deployments, measurement, and improvement.
The role owns agent experience outcomes and end-to-end workstreams, and influences cross-functional product decisions across a global, multi-vendor support network.
Key Skills for This Role
Full Job Posting
About the role
The GSO Agent Experience team equips customer support agents with tools, technology, and workflows for effective customer support.
The Specialist III represents Operations and support agents through product discovery, requirements, validation, pilots, deployments, measurement, and improvement.
The role owns agent experience outcomes and end-to-end workstreams, and influences cross-functional product decisions across a global, multi-vendor support network.
Identify opportunities and define requirements
- Partner with Operations, BPOs, Product, and other stakeholders to identify agent pain points, workflow gaps, and technology-enabled improvements.
- Use agent shadowing, site visits, BPO listening sessions, and technical error and UX issue intake to ground requirements in frontline workflows.
- Translate operational needs into business requirements, use cases, and success criteria; represent agent and Operations needs in product discussions.
- Find ways to simplify workflows, reduce agent effort and clicks, and improve agent experience.
Product readiness, incubation, and UAT
- Own operational readiness of new agent-facing products and features from validation through global launch.
- Develop UAT, incubation, and pilot approaches that test real-world workflows and edge cases.
- Design BPO pilots, including scope, agent cohorts, training, entry and exit criteria, and issue triage.
- Coordinate issue identification and prioritization with Product, Engineering, Operations, and BPO teams, and turn pilot learnings into improvements.
Efficacy and impact measurement
- Define success measures and lead Hawk testing and other efficacy assessments in live operational settings.
- Evaluate efficiency, agent effort, quality, customer experience, adoption, and utilization outcomes.
- For AI-enabled capabilities, assess containment, suggestion acceptance, answer quality, escalation impact, and quality or trust risks.
- Create reports using Google Sheets, SQL, Tableau, Looker, or AI-assisted analysis; synthesize quantitative and qualitative insights for product and rollout decisions.
Product-operations feedback
- Establish feedback mechanisms connecting frontline Operations, BPO partners, GDX, and Product teams.
- Aggregate and prioritize agent and operational feedback, identify recurring opportunities and systemic issues, and provide recommendations for roadmaps and future iterations.
- Communicate feedback outcomes to Operations and BPO partners.
Candidate profile
- The role suits someone with BPO or contact-center experience, operational judgment, product thinking, and comfort navigating ambiguity.
- The Specialist III is expected to work independently, own a portfolio of products or workstreams, and influence stakeholders across functions and the global BPO network.
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