About the Role
For Uber's customer support to be able to accurately and quickly resolve the diverse issues that Uber users come across day to day, they require a knowledge library that's easily navigable and understood. We are seeking a Program Manager who understands the needs of users, agents, and customer-support automations alike in order to update and optimize our knowledge platforms. This person will manage a diverse set of stakeholders across teams, businesses, and geographies. Understanding design principles, stakeholder management, and emerging tech in the customer support space are critical for success in this area.
Key Responsibilities:
- Develop, own, and implement short & long-term knowledge base strategy for both internal (aligned with CO) and external KB tech offerings
- Develop, own, and implement short & long-term strategy for user-facing content
- Work with cross-functional teams to align the purpose of different user-facing content platforms (e.g. Help Center, Learning Center, Uber.com)
- Analyze and operationalize feedback from customers and support agents on the quality and navigability of content
- Utilize design principles to improve the usability and experience of our support content
- Ongoing analysis of HC and KB tech performance to provide recommendations for optimization that will ultimately drive agent success and customer satisfaction
- Coordinate strategic projects between GDX, CO, and Global Content
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What the Candidate Will Need / Bonus Points
---- What the Candidate Will Do ----
- Define a holistic strategy to optimize end to end support content for both users and machines.
- Manage and oversee the execution of strategic initiatives, ensuring they are on track and aligned with Uber's larger goals.
- Facilitate cross-functional collaboration to execute, working closely with various teams across the organization to amplify strategic influence.
- Identify, manage, and mitigate project risks and issues, developing contingency plans when necessary.
- Work closely with our engineers, the knowledge base vendor, and data analysts to integrate innovative ideas and data insights into the agent experience.
- Regularly report to stakeholders on the status of strategic initiatives, ensuring transparency and alignment.
---- Basic Qualifications ----
- Minimum of 5 years of experience optimizing customer support knowledge libraries
- Bachelor's degree or equivalent in Business, Project Management, or a related field.
- Intermediate level skills with HTML coding
- Strong understanding of project management principles and methodologies
---- Preferred Qualifications ----
- Demonstrated ability to identify and implement innovative solutions
- Excellent collaboration, communication, and stakeholder management skills
- Excellent multitasking skills
- Project management certification (PMP, Six Sigma, etc.) is a plus.
For Chicago, IL-based roles: The base salary range for this role is USD$116,000 per year - USD$128,500 per year.
For New York, NY-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD$129,000 per year - USD$143,000 per year.
For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.