Uber Knowledge Program Manager Conversational Design 

United States, West Virginia 

414683486

What You'll Do

• Work with engineering teams to optimize how knowledge is used within a customer-support conversation
• Design prompt improvements for chatbots powered by LLMs
• Develop, own, and implement short & long-term strategies for agent responses in support interactions
• Work with our Metadata team to improve intent identification
• Continuously enhance all agent-response products to ensure improvement to key metrics & user efficacy
• Coordinate strategic projects between GDX, CO, and Global Content
• Define a holistic strategy to optimize the way in which customer-support agents interact with end users
• 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 engineers 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 in conversational design
• Bachelor's degree or equivalent in Business, Project Management, or a related field

Preferred Qualifications

• Excellent understanding of prompt design and metadata principles
• Demonstrated ability to identify and implement innovative solutions
• Strong understanding of project management principles and methodologies
• Excellent collaboration, communication, and stakeholder management 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.