Global Governance & Standards Program Manager

About The Role

At 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.

• 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.

• 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.

• 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.

• 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.

• 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…