About the Role
We are looking for an AI Experience Policy Specialist to serve as a policy subject matter expert within Uber's AI Experience team.
This role is essential to ensuring the accuracy, quality, and policy alignment of AI-generated support experiences across platforms and internal AI-driven tools.
As a Policy Specialist, you'll evaluate how AI systems interpret and apply company policies in real-time interactions.
You will act as a trusted authority on policy implementation-identifying misalignments, escalating complex cases, and driving improvements in how AI applies policy across diverse customer scenarios.
This is a high-impact role at the intersection of policy, operations, and automation, ideal for someone who brings deep policy knowledge, sharp analytical skills, and a strong operational mindset to the fast-evolving world of AI-driven customer support.
About the Team
The AI Experience team conducts end-to-end reviews of interactions involving AI-powered support tools.
We assess the full experience-from product behavior and automated responses to policy accuracy, translation quality, and customer experience.
Our mission is to establish a scalable, continuous quality review model for AI support and ensure that each automation feature is grounded in clear, correct, and customer-centric policy application.
We collaborate closely with cross-functional partners across Product, Engineering, Operations, and Policy to improve AI workflows and the customer experience they power.
What You'll Do
Serve as the policy SME for AI support experiences-ensuring automated outputs align with current policies and support standards
Evaluate AI-generated outputs for policy accuracy, logical consistency, and user-friendliness
Identify tooling gaps or bugs, behavioral inconsistencies, and unclear flows; escalate issues appropriately with technical teams and cooperate with them until a fix is implemented
Collaborate with Product, Engineering, Tooling, and Support Operations teams to refine policy interpretation within automation logic
Conduct structured audits of automated interactions, documenting findings and surfacing key trends
Contribute to process improvements by mapping edge cases, suggesting policy refinements, and updating reference materials
Participate in validation and testing of new automation flows, tooling updates, or policy changes in AI systems
What You'll Need
Strong expertise in policy operations or support policy frameworks
Ability to act as a subject matter expert and communicate policy clearly across teams - from technical discussions with our Product teams to translating these to non-technical business teams
Experience in analysing support content, identifying inconsistencies, and providing structured feedback
Familiarity with AI-driven tooling or automated support environments
Comfort working with documentation platforms, dashboards, and tracking tools (e.g., Google Workspace, Jira, Asana, or similar)
Excellent attention to detail and the ability to balance policy rigor with customer-centric thinking
Bonus: Experience with escalation workflows, SOP development, or policy training programs, technical writing, and technical QA processes