Job DescriptionAbout the RoleAt Uber, knowledge powers every customer support experience. As the Global Knowledge Governance & Standards Program Manager, you will define and scale the standards, governance systems, and quality frameworks that ensure support content is accurate, consistent, compliant, and up to date across all customer, agent, and automated support experiences.
This role serves as the central owner of content governance and standards across a diverse ecosystem of content teams, channels, and support surfaces. You will establish the principles, processes, and measurement systems that ensure customers receive a consistent experience regardless of where content is created or consumed.
Working across Content, AI Content, Product, Engineering, Operations, Legal, and business stakeholders, you will transform governance from a reactive review process into a scalable operating model that proactively manages content quality, content health, and standards adoption. Success in this role will directly improve the consistency, reliability, and effectiveness of Uber's support experience globally.
What You Will Do Define and Scale Global Content Standards - Own the standards that govern support content across customer, agent, self-service, and automated support experiences.
- Define and evolve standards for content quality, accuracy, tone of voice, terminology, structure, readability, and usability.
- Establish clear guidance that enables multiple content teams to create consistent experiences regardless of channel, geography, or business line.
- Ensure standards support both human-authored and machine-delivered experiences while maintaining a consistent Uber voice and quality bar.
- Partner with Experience, Content, Product, and Operations teams to translate customer experience principles into scalable, enforceable standards.
- Continuously evolve standards based on business needs, customer feedback, operational insights, and emerging support experiences.
Operationalize Governance Across Workflows - Design and implement governance processes that are embedded into content creation, review, publishing, and maintenance workflows.
- Create scalable governance mechanisms that balance centralized standards with distributed content ownership.
- Partner with AI Content, Product, Engineering, and Operations teams to embed governance controls and quality requirements into tools and systems.
- Drive adoption of governance practices and standards across a distributed global organization.
- Establish clear ownership models, escalation paths, and accountability mechanisms to ensure compliance and long-term sustainability.
Drive Content Health & Lifecycle Management - Establish processes and accountability mechanisms that ensure content remains accurate, current, compliant, and aligned with standards over time.
- Build proactive monitoring systems that identify outdated, inconsistent, duplicated, or high-risk content before it impacts customers.
- Define and track content health metrics that provide visibility into quality, freshness, standards adherence, and governance effectiveness.
- Partner with content teams and AI Content to address quality gaps and continuously improve the overall health of Uber's knowledge ecosystem.
- Create reporting and insights that enable leadership to make informed decisions about content quality and governance investments.
Enable Scalable Knowledge Operations - Ensure governance frameworks and standards can scale across multiple content teams, channels, and support experiences.
- Partner with Product and Engineering teams to ensure content standards can be consistently applied across all support surfaces.
- Leverage technology, automation, and workflow improvements to increase governance effectiveness and operational efficiency.
- Help establish a sustainable operating model that supports the long-term evolution of Uber's knowledge ecosystem.
Drive Cross-Functional Alignment - Influence stakeholders across Content, AI Content, Operations, Product, Engineering, Legal, Compliance, and Customer Support organizations.
- Build alignment around standards, governance priorities, quality expectations, and content health objectives.
- Lead complex governance initiatives from design through implementation, adoption, and continuous improvement.
- Act as a trusted advisor on content standards, tone, governance, and quality across the organization.
Basic Qualifications - 5+ years of experience in program management, content operations, knowledge management, governance, quality, compliance, or a related field.
- Experience designing and implementing scalable governance frameworks, quality programs, or operational processes.
- Demonstrated success driving cross-functional initiatives across multiple stakeholders and teams.
- Strong analytical skills with experience defining metrics, scorecards, reporting frameworks, or operational performance measures.
- Proven ability to translate strategy into repeatable processes, systems, and measurable outcomes.
- Experience operating effectively in highly ambiguous and fast-moving environments.
Preferred Qualifications - Experience with content management systems (CMS), knowledge management systems (KMS), or governance platforms.
- Experience developing content standards, quality frameworks, or governance programs at scale.
- Experience managing content health, lifecycle management, or compliance initiatives.
- Familiarity with support operations, customer experience, or large-scale content ecosystems.
- Experience partnering closely with Product, Engineering, or Operations teams to drive operational outcomes.
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ResponsibilitiesFor Chicago, IL-based roles: The base salary range for this role is USD $146,000 per year - USD $162,000 per year.
For New York City, NY-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 per year.
For San Francisco, CA-based roles: The base salary range for this role is USD $162,000 per year - USD $180,000 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. All full-time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.
