About the Role
At Uber, providing world-class support to our partners (customers & earners) is critical to our success. Building the content that enables an elevated level of customer experience is meaningful, sophisticated, and incredibly satisfying!
To support our mission, we're looking for a well diverse Program Leader, Global Content Architect & Taxonomist to work alongside our Global Community Operations team. This role requires a strong track record of developing and managing content architecture for products, who can help us build and provide strategic oversight to our current content structure and support experiences.
In this role, we are looking for someone to research and develop content layouts (for both external user facing - Help Center, Automations, etc and internal agent facing content), prepare interactive product prototypes, analyze feedback from users/readers, and update current content according to UX leading practices, trends and principles. This multifaceted role requires critical thinking and proficiency in establishing close relationships and planning processes with key product managers and product design partners. From the beginning of the product or process design - you will need to be in lock step in building the end customer experience and enabling content to be as impactful, effective and easy to consume as it can be. This role will be tasked with establishing the baseline and strategy for content architecture & taxonomy across all content we support - from user facing content in our In App and Web Help Centre and automated support experiences; to our internal knowledge base used every day by thousands of support agents.
This role is all about building a world-class experience through content; we need a strategic leader with a desire to innovate and collaborate to enable this. Hopefully you're the one for this role !
What You'll Do

• Govern the user intent taxonomy for customer support function and Lead/facilitate a committee to formalize the intent for support
• Define and design strategic content related integration points across system and content repositories through taxonomy
• Design prototypes for content architecture flows, experiences, Improve/Enhance help center content and knowledge structure, layout and displays
• Drive alignment across customer support functions by defining a UX writing standard, Formulating prospective content designs and templates for further development while working cross functionally with various teams
• Use data to facilitate copy design & content writing, Perform analysis from research or reports to understand trends and make decisions
• Research to develop a strategy for how to continuously enhance the experience & improve content architecture designs

Basic Qualifications

• 8+ years of experience within content related field
• Experience in leading strategy and approach for content and/or knowledge information architecture & taxonomy for specific content
• Passionate about helping build a more cohesive customer experience
• Outstanding communication, stakeholder management, project management, and dotted line management capabilities

Preferred Qualifications

• Customer Service industry background and Demonstrated ability to partner and collaborate with cross-functional teams
• Experience working with UI/UX writers and designers
• Experience in working with tech / automation content (internal and external facing)

About the team
The Global Community Operations Content Team and Community Operations organization are the driving force behind our customer support. These teams are passionate about ensuring we're delivering business driven results, and that those supporting these efforts are properly prepared
At Uber, we reimagine the way the world moves for the better. The idea was born on a snowy night in Paris in 2008, and ever since then, our DNA of reimagination and reinvention carries on. We've grown into a global platform moving people and things in ever-expanding ways, taking on big problems to help drivers, riders, delivery partners, and eaters make movement happen at the push of a button for everyone, everywhere.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let's move the world forward, together.
Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
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.
Uber is committed to a safe workplace. We have implemented COVID-19 safety protocols that meet or exceed local public health guidelines. Workplace safety remains our number one priority. As a result, Uber recommends all US- and Canada-based employees to be vaccinated in order to access any of our facilities; this is subject to change solely at the Company's discretion.
For Chicago, IL-based roles: The base salary range for this role is $133,000 per year - $147,500 per year. For New York, NY-based roles: The base salary range for this role is $148,000 per year - $164,000 per year. For Phoenix, AZ-based roles: The base salary range for this role is $118,000 per year - $131,000 per year. For Washington, DC-based roles: The base salary range for this role is $148,000 per year - $164,000 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. You will also be eligible for various benefits. More details can be found at the following link https://www.uber.com/careers/benefits.