Automation Specialist - AI support

About the Role

Community Operations is pioneering how Uber manages rider and driver partner support around the globe. We are seeking a highly motivated and analytical Automation Specialist to join our team. Within CommOps, Global Quality is transforming how we evaluate, support, and enable frontline agents by expanding the use of responsible automation and AI-driven quality programs across our global contact center network.

This role is ideal for a junior AI prompt builder or analyst who is excited to work hands-on with GenAI, rules-based logic, and operational data to turn complex workflows into scalable automations. The successful candidate brings strong analytical thinking, curiosity about AI and automation, and comfort operating in a call center or support environment where quality, risk, and customer experience are critical.

In this role, you will help design, test, and scale automations that improve consistency, efficiency, and accuracy for our core Service Quality programs. You will be responsible for collecting, analyzing, and interpreting data to understand coaching opportunity behaviors, building and documenting automations, and ensuring the quality of our AI-driven solutions.

What the Candidate Will Need / Bonus Points

1. Design, test, and scale rule-based and GenAI-powered automations to capture specific behaviors in a support interaction.
2. Build, refine, and optimize AI prompts and automation logic to ensure accuracy, consistency, and compliance.
3. Validate automation outputs through testing, spot checks, and performance monitoring. Participate in model validation activities, providing input based on your analysis.
4. Identify trends in operational and quality datasets to inform automation design and prioritization.
5. Translate technical findings into clear business insights and recommendations for stakeholders.
6. Document automation logic, prompt structures, validation processes, and governance standards to support scalability.
7. Collaborate and consolidate feedback from various stakeholders on model performance to refine Gen AI models accordingly

Basic Qualifications

1. More than 1 year of experience in at least one of the following: automation, programming, Gen AI prompting
2. Experience designing, maintaining, or supporting automation, monitoring, or governance frameworks.
3. Strong project management skills with the ability to manage multiple initiatives in parallel.
4. Collaborative spirit and ability to work effectively within cross-functional teams.
5. Excellent written and verbal communication skills in English.

Preferred Qualifications

1. Experience with data visualization tools (e.g., Tableau, Power BI) is a plus.
2. Understanding of Quality Management Systems (QMS), QA workflows, or evaluation processes
3. Exposure to GenAI tools, LLM functionality, and prompt engineering, with a strong interest in AI innovation.
4. Strong critical thinking skills to analyze complex data sets, draw insights, and communicate findings effectively
5. Experience working in call center, support, or operational quality environments.

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 accommodations@uber.com.