About the Role

The Head of Knowledge Governance, Standards, and Platforms owns the rules, standards, and platform guardrails that ensure the Customer-Support Global Content team delivers high-quality, compliant, and scalable knowledge across all channels. This role ensures that experience-led strategy is translated into enforceable standards and supported by the right platform capabilities.

This leader operates horizontally across personas, surfaces, and modalities, ensuring consistency and quality across both human- and AI-delivered experiences. While this role does not define experience strategy or information architecture, it is accountable for codifying those decisions into governance models, standards, and platform configurations that can operate at scale.

This is a senior leadership role responsible for building and scaling governance in a tech-first, AI-enabled knowledge organization.

What You Will Do:

Set and Scale Knowledge Governance & Standards

1. Define and evolve the governance vision for a modern, AI-enabled knowledge organization
2. Establish governance models that support centralized ownership, COPE principles, and AI-ready knowledge
3. Own content standards, guidelines, and lifecycle rules across all knowledge types and modalities
4. Ensure standards are consistently applied across human-authored and machine-generated experiences
5. Partner with Experience and Strategy teams to translate experience architecture into enforceable standards
6. Continuously evolve governance and standards based on regulatory needs, platform capabilities, and operational learnings

Own Knowledge Platforms & Enablement

1. Own platform policies, configurations, and guardrails across knowledge tooling (e.g., CMS, KMS, AI-adjacent platforms)
2. Manage platform vendors and provide strategic input into platform roadmaps and investment decisions
3. Ensure platforms support approved knowledge models, taxonomy, and metadata schemas
4. Partner with Product, Engineering, and Operations to ensure platforms are scalable, reliable, and fit for purpose
5. Drive platform decisions that enable consistent quality, discoverability, and AI-readiness at scale

Govern Quality, Risk, and Execution at Scale

1. Define and oversee quality, consistency, and compliance mechanisms across all knowledge assets
2. Establish audit models, exception handling processes, and escalation paths
3. Identify governance risks and trends, surfacing insights and recommendations to leadership
4. Ensure governance decisions are operationally viable and consistently enforced
5. Build, lead, and scale a high-performing team of individual contributors through clear priorities, operating rhythms, and success metrics

Basic Qualifications:

Domain Expertise: 7+ years of experience in program management, content operations, or knowledge governance within a high-growth or tech-first environment.

Leadership & Influence: Experience leading complex, cross-functional initiatives and managing senior-level stakeholders to drive alignment on governance or platform standards.

Systems & Lifecycle Knowledge: Proficiency in managing the end-to-end content lifecycle, including experience with CMS/KMS platforms, taxonomy, and metadata schemas.

Execution at Scale: Proven ability to translate high-level strategy into actionable operating models, audit frameworks, or compliance standards that can be enforced globally.

Adaptability: Experience navigating high-ambiguity environments and managing shifting priorities without losing sight of long-term goals.

Preferred Qualifications:

1. Experience working with AI-enabled or structured knowledge systems
2. Familiarity with vendor management and platform roadmap planning
3. Experience operating in large, complex, or highly regulated organizations
4. Background partnering closely with product, engineering, or AI teams

For Chicago, IL-based roles: The base salary range for this role is USD$183,000 per year - USD$203,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$203,000 per year - USD$225,500 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. More details can be found at the following link https://jobs.uber.com/en/benefits.

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 fuels progress. What moves us, moves the world - let's move it forward, together.

Uber is proud to be an Equal Opportunity 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.