Uber Knowledge Program Manager Content Designer 

United States, West Virginia 

652390770

What You'll Do

• 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
• 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

Preferred Qualifications

• Intermediate level skills with HTML coding
• Strong understanding of project management principles and methodologies
• 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.