About the Role
At Uber, we are committed to revolutionizing the way we manage knowledge and deliver customer support. We are seeking a Program Lead to drive the development and execution of knowledge architecture and innovation strategies within the Global Content team. This role will have a direct impact on how Uber's knowledge systems are architected at an enterprise level, leveraging AI, automation, and cutting-edge technologies to improve customer support operations globally. The ideal candidate will combine business strategy with technical expertise and operational execution to deliver scalable and impactful solutions.
What You'll Do
- Lead the development and implementation of scalable knowledge management systems, focusing on taxonomy and ontology design.
- Identify and integrate AI and automation solutions to optimize content workflows and enhance operational efficiency.
- Collaborate with cross-functional teams to ensure alignment on knowledge management goals and streamline system integrations.
- Manage project timelines, deliverables, and outcomes, ensuring high-impact initiatives are executed efficiently.
- Foster a culture of innovation and continuous improvement, mentoring team members to drive success in strategic initiatives.
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Basic Qualifications
- Experience in Knowledge Management: 5+ years of experience designing, implementing, and managing enterprise-level knowledge management systems, content architectures, and taxonomies.
Preferred Qualifications
- Strategic Execution: Strong business acumen with a track record of translating strategic objectives into operational plans, ensuring execution within timelines and achieving business outcomes.
- Cross-functional Leadership: Demonstrated success in leading cross-functional teams and driving alignment with senior stakeholders to execute on high-priority initiatives.
- Mentorship & Team Leadership: Strong mentoring abilities, with experience guiding teams through complex projects while fostering a collaborative, growth-oriented environment.
- Customer Support Domain Experience: Experience in the customer support or service operations domain, particularly in integrating AI and automation for operational improvements.
- Leadership in Innovation: Prior leadership experience in driving innovation initiatives, particularly in knowledge management, AI, and automation.
- Data-Driven Decision-Making: Strong ability to utilize data and performance metrics to inform decisions and continuously improve systems.
- UX Design & Service Design Knowledge: Exposure to UX design, service design, and design thinking methodologies, ensuring the design of intuitive, user-centered solutions.
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.