Head of People Knowledge & AI-Driven ServiceNow

Uber; United States; Hybrid; USD 123,000 - 152,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Comprehensive benefits

Job summary

Uber seeks a strategic Manager of People Solutions & Knowledge to own the ServiceNow HRSD platform and drive a knowledge-first, AI-enabled service model for a global workforce.

You will lead a specialized team, collaborate with IT, content writers, data analysts, and cross-functional partners to deliver scalable knowledge articles, proactive insights, and high-quality self-service experiences across the company.

Qualifications

• 5 years in People Operations, HR Technology, or Service Management.
• Proven experience managing ServiceNow (HRSD) or similar system, from a functional perspective.
• 3 years experience leading people

Responsibilities

• Serve as the primary People Team lead for the ServiceNow (HRSD) platform and translate HR process needs into platform reality.
• Manage intake and prioritization of ServiceNow enhancements for a global People team.
• Drive functional setup and optimization of AI features for predictive, high-quality employee responses.
• Lead writers to create clear, intuitive content and ensure Now Assist is fueled by accurate knowledge.
• Define global information structure, tagging, and delivery for effective Tier 0 self-service.
• Lead a Data Analyst to build dashboards tracking knowledge effectiveness, automation ROI, and sentiment.
• Collaborate with other departments to ensure a unified employee experience.

Skills

People Operations

HR Technology

Service Management

Tools

ServiceNow (HRSD)

Job description

Uber seeks a strategic Manager of People Solutions & Knowledge to own the ServiceNow HRSD platform and drive a knowledge-first, AI-enabled service model for a global workforce.

You will lead a specialized team, collaborate with IT, content writers, data analysts, and cross-functional partners to deliver scalable knowledge articles, proactive insights, and high-quality self-service experiences across the company.