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Knowledge Program Manager, Conversational Design

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Uber

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Product
  • New York

AI generated summary

  • You need 5+ years in conversational design, a relevant Bachelor's degree, expertise in prompt design, strong project management skills, and excellent communication. Project management certification is a plus.
  • You will enhance agent responses in customer support, optimize chatbot prompts, collaborate across teams, manage projects, and report on strategic initiatives' progress.

Requirements

  • Minimum of 5 years of experience in conversational design
  • Bachelor's degree or equivalent in Business, Project Management, or a related field
  • Excellent understanding of prompt design and metadata principles
  • Demonstrated ability to identify and implement innovative solutions
  • Strong understanding of project management principles and methodologies
  • Excellent collaboration, communication, and stakeholder management skills
  • Project management certification (PMP, Six Sigma, etc.) is a plus.

Responsibilities

  • Work with engineering teams to optimize how knowledge is used within a customer-support conversation
  • Design prompt improvements for chatbots powered by LLMs
  • Develop, own, and implement short & long-term strategies for agent responses in support interactions
  • Work with our Metadata team to improve intent identification
  • Continuously enhance all agent-response products to ensure improvement to key metrics & user efficacy
  • Coordinate strategic projects between GDX, CO, and Global Content
  • Define a holistic strategy to optimize the way in which customer-support agents interact with end users
  • Manage and oversee the execution of strategic initiatives, ensuring they are on track and aligned with Uber's larger goals
  • Facilitate cross-functional collaboration to execute, working closely with various teams across the organization to amplify strategic influence
  • Identify, manage, and mitigate project risks and issues, developing contingency plans when necessary
  • Work closely with engineers and data analysts to integrate innovative ideas and data insights into the agent experience
  • Regularly report to stakeholders on the status of strategic initiatives, ensuring transparency and alignment

FAQs

What is the primary focus of the Knowledge Program Manager, Conversational Design role?

The primary focus is to optimize the customer experience by analyzing support interactions with agents and bots, creating guiding principles and processes for conversational design.

What qualifications are required for this position?

A minimum of 5 years of experience in conversational design and a Bachelor's degree or equivalent in Business, Project Management, or a related field are required.

What are the preferred qualifications for this role?

Preferred qualifications include an excellent understanding of prompt design and metadata principles, a demonstrated ability to identify and implement innovative solutions, strong project management skills, and effective collaboration and communication abilities. A project management certification (PMP, Six Sigma, etc.) is also a plus.

What kind of strategies will the Knowledge Program Manager develop?

The Knowledge Program Manager will develop, own, and implement both short and long-term strategies for agent responses in support interactions.

Is there potential for cross-functional collaboration in this role?

Yes, the role involves facilitating cross-functional collaboration by working closely with various teams across the organization to amplify strategic influence.

What is the salary range for this role based in Chicago, IL?

The salary range for this role in Chicago, IL is USD $116,000 to USD $128,500 per year.

Will I be eligible for a bonus or equity awards?

Yes, all US locations will be eligible to participate in Uber's bonus program and may also be offered equity awards and other types of compensation.

What types of projects will the Knowledge Program Manager oversee?

The Knowledge Program Manager will manage and oversee the execution of strategic initiatives, ensuring they align with Uber's larger goals.

How will performance and progress be communicated to stakeholders?

The Knowledge Program Manager will regularly report to stakeholders on the status of strategic initiatives to ensure transparency and alignment.

Are there benefits offered for this position?

Yes, various benefits are offered, and more details can be found on Uber's careers benefits page.

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Uber

We reimagine the way the world moves for the better.

Technology
Industry
10,001+
Employees
2009
Founded Year

Mission & Purpose

We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything and earn their way. Movement is what we power. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real time. At the incredible speed of now. The idea for Uber 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 powering flexible earnings and the movement of people and things in ever expanding ways. We’ve gone from connecting rides on 4 wheels to 2 wheels to 18-wheel freight deliveries. From takeout meals to daily essentials to prescription drugs to just about anything you need at any time and earning your way. From drivers with background checks to real-time verification, safety is a top priority every single day. At Uber, the pursuit of reimagination is never finished, never stops, and is always just beginning.

Culture & Values

  • Go get it

    Bring the mindset of a champion. Our ambition is what drives us to achieve our mission. How we define a champion mindset isn’t based on how we perform on our best days, it’s how we respond on the worst days. We hustle, embrace the grind, overcome adversity, and play to win for the people we serve. Because it matters.

  • Trip obsessed

    Make magic in the marketplace. The trip is where the marketplace comes to life. The earner, rider, eater, carrier and merchant are the people who connect in our marketplace - and we see every side. This requires judgment to make difficult trade-offs, blending algorithms with human ingenuity, and the ability to create simplicity from complexity. When we get the balance right for everyone, Uber magic happens.

  • Build with heart

    We care. We work at Uber because our products profoundly affect lives and we care deeply about our impact. Putting ourselves in the shoes of the people who connect in our marketplace helps us build better products that positively impact our communities and partners. Our care drives us to perfect our craft.

  • Stand for safety

    Safety never stops. We embed safety into everything we do. Our relentless pursuit to make Uber safer for everyone using our platform will continue to make us an industry leader for safety. We know the work of safety never stops, yet we can and will challenge ourselves to always be better for the communities we serve.

  • See the forest and the trees

    Know the details that matter. Building for the intersection of the physical and digital worlds at global scale requires seeing the big picture and the details. Knowing the important details can change the approach, and small improvements can compound into enormous impact over time.

  • One Uber

    Bet on something bigger. It’s powerful to be a part of something bigger than any one of us, or any one team. That’s why we work together to do what’s best for Uber, not the individual or team. We actively support our teammates, and they support us - especially when we hit the inevitable bumps in the road. We say what we mean, disagree and commit, and celebrate our progress, together.

  • Great minds don't think alike

    Diversity makes us stronger. We seek out diversity. Diversity of ideas. Identity. Ethnicity. Experience. Education. The more diverse we become, the more we can adapt and ultimately achieve our mission. When we reflect the incredible diversity of the people who connect on our platform, we make better decisions that benefit the world.

Benefits

  • Comprehensive Healthcare

  • Flexible Work

  • Uniquely Uber

  • Health & Wellness