Content & Knowledge Management Leader, Community Operations

Uber Overview

At Uber, providing world class customer support to riders and driver partners is a core feature of our product experience. Delivering this caliber of support isn’t easy – it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

We’re looking for an all-star leader to build and manage our global Content & Knowledge Management function within the Community Operations organization. With millions of customers seeking answers to questions about Uber, and tens of thousands of CSRs around the world helping answer those questions, it’s imperative that our support content channels and tools infrastructure is robust, up to date, and optimized for customer or CSR usage.

What you’ll be doing:

  • Develop, implement, and manage the vision and strategy for the global Content & Knowledge Management (CKM) function within Community Operations, owning the technology and processes that power the function
  • Build and manage a high performing team that is tightly integrated to key stakeholders, including all of the teams that generate content, analyze support quality, and manage operations at contact centers
  • Oversee vendor selection, implementation, and maintenance of 3rd party tools used to manage customer contacts and customer or CSR facing content, and partner closely with Uber product team to build required functionality into in house tools
  • Determine the analytics we use to evaluate knowledge management and take a data driven approach to your work, ensuring that we have an actionable feedback loop with which we can optimize our knowledge base based on usage patterns
  • Collaborate effectively with Community Operations leadership to drive towards global content alignment and process harmonization across Uber globally

Here are the kinds of skills we’re looking for:

  • 8+ years of experience building and leading transformational knowledge management teams, preferably in consulting, technology, or similar knowledge-based field
  • Strong track record of thinking big and leading initiatives to capture, manage, and disseminate knowledge across large organizations leading to enhanced efficiency and organizational leverage
  • Deep understanding of information architecture, data types, data structures and associated use of metadata
  • Strong analytical abilities; able to dig into complex data sets to help inform decisions
  • Experience with driving Knowledge-Centered Support (KCS) methodology preferred
  • Successful track record of executing organization-wide programs and initiatives through collaboration across functions, geographies, and organization levels
  • Superior program management skills and the ability to coordinate the creation of custom databases and systems to manage knowledge
  • Strong written, verbal, and visual communication skills, and proven ability to influence and drive consensus at senior levels, and explain complex concepts in simple, layman’s terms
  • Demonstrated ability to hire, develop and promote top talent
  • Relentlessly obsessed with both internal downstream customers and external Community users
  • Available for business travel both domestic and international as needed
  • Minimum of BA/BS; MBA or graduate degree in related field preferred


  • Employees are given Uber credits every month
  • The rare opportunity to change the world such that everyone around you is using the product you built. We’re not just another social web app, we’re moving real people and assets and reinventing transportation and logistics globally
  • Sharp, motivated co-workers in a fun office environment

Benefits (U.S.):

  • 401(k) plan, gym reimbursement, ten paid company holidays
  • Full medical/dental/vision package to fit your needs
  • Unlimited vacation policy; work hard and take time when you need it

Meet Some of Uber's Employees

Brian M.

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Swathy P.

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Swathy is part of the team that is the driving force behind Uber’s transportation options. She helps sign up the drivers, makes sure the vehicles run smoothly, and tackles any logistical bumps along the road.

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