Program Manager, Knowledge Architecture and Innovation

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.

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.