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