Global Knowledge Program Lead

About the Role

This role owns Uber’s end-to-end Knowledge Program and Production operating model, ensuring that both strategic (proactive/transformation) and operational (reactive/JIRA-based) work are aligned to deliver against program goals.

This leader is accountable not only for how knowledge is produced globally, but also for how knowledge programs are shaped, prioritized, and evolved to support business strategy. They ensure that production, transformation, and program needs operate as a single system, balancing speed, quality, and long-term impact.

This role partners closely within Global Content and cross-functionally to ensure programs are future-ready, operationally excellent, and strategically impactful, enabling teams to deliver at a high bar.

What You'll Do

Lead the Knowledge Production & Program organization

1. Lead, coach, and develop the team and set a high bar for quality deliverables.
2. Set clear expectations for end-to-end program ownership, not only production delivery.
3. Drive accountability across both transformation (proactive) and BAU (reactive) work.
4. Foster a high-performing culture with strong ownership of both outcomes and execution.

Own the end-to-end Knowledge Program operating model

1. Define and evolve the operating model to connect:
2. Program strategy & priorities
3. Transformation and proactive initiatives

Operational execution via JIRA

1. Ensure clear alignment between what should be built (strategy) and what is being delivered (production).
2. Establish mechanisms to continuously feed insights from production into program strategy.
3. Define roles, decision rights, and escalation paths across both program and production layers.

Drive program strategy, planning & prioritization

1. Partner with stakeholders to shape program roadmaps and priorities.
2. Translate business goals into clear content, knowledge, and production strategies.
3. Balance proactive initiatives with reactive demand, ensuring both are resourced and aligned.
4. Ensure intake quality reflects true program priorities, not just incoming requests.

Capacity, headcount & program planning

1. Own capacity planning across both program initiatives and production demand.
2. Align resources to support short-term delivery and long-term transformation goals.
3. Anticipate future needs based on program evolution, complexity, and business priorities.

Intake, tooling & execution rigor

1. Own JIRA as the single source of truth for operational execution, ensuring it reflects program priorities and strategy.
2. Define standards for workflows, hygiene, reporting, and adoption.
3. Ensure strong linkage between intake, prioritization, and program goals.
4. Partner with tooling and automation teams to reduce friction and improve scalability.

AI, automation & transformation enablement

1. Identify and drive opportunities to transform how knowledge is created and maintained, not just optimize current workflows.
2. Enable teams to adopt AI and automation in ways that support both scale and program outcomes.
3. Balance immediate efficiency gains with long-term capability building.

Metrics, program health & impact

1. Own KPIs across both production and program success, including:
2. Throughput and velocity
3. SLA adherence
4. Backlog health and aging
5. Quality and rework signals
6. Intake quality

Program impact and adoption

1. Use data to identify gaps between program goals and production output.
2. Ensure metrics drive both operational improvements and strategic decisions.

Cross-functional program leadership

1. Act as the senior partner to stakeholders, co-owning program success.
2. Ensure production feasibility is embedded in program planning.
3. Represent trade-offs across strategy, transformation, and operations.
4. Align long-term strategic ambition with day-to-day execution reality.

Basic Qualifications

• 6+ years of experience in knowledge, content, production, program management, or operations
• 4+ years leading managers and large teams.
• Strong experience in operating models, program management, and capacity planning.
• Proven ability to connect strategy with execution and drive trade-offs.
• Strong data-driven decision-making and stakeholder management skills.

Preferred Qualifications

• Experience owning or supporting end-to-end programs (strategy to execution).
• Experience using AI tools to enable scale and quality.
• Experience scaling global knowledge or content operations in complex environments.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.