Program Manager, Knowledge Architecture and Innovation

Uber-posted 9 months ago
$116,000 - $143,000/Yr
Remote • Chicago, IL
Transit and Ground Passenger Transportation
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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.

  • 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.
  • 5+ years of experience designing, implementing, and managing enterprise-level knowledge management systems, content architectures, and taxonomies.
  • Strong business acumen with a track record of translating strategic objectives into operational plans, ensuring execution within timelines and achieving business outcomes.
  • Demonstrated success in leading cross-functional teams and driving alignment with senior stakeholders to execute on high-priority initiatives.
  • Strong mentoring abilities, with experience guiding teams through complex projects while fostering a collaborative, growth-oriented environment.
  • Experience in the customer support or service operations domain, particularly in integrating AI and automation for operational improvements.
  • Prior leadership experience in driving innovation initiatives, particularly in knowledge management, AI, and automation.
  • Strong ability to utilize data and performance metrics to inform decisions and continuously improve systems.
  • Exposure to UX design, service design, and design thinking methodologies, ensuring the design of intuitive, user-centered solutions.
  • Eligible to participate in Uber's bonus program.
  • May be offered an equity award & other types of compensation.
  • Eligible for various benefits.
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