Manager, People Solutions & Knowledge - ServiceNow

Uber; New York (NY); On-site; USD 137,000 - 152,000; Full time

Benefits offered by this job

Bonuses

Equity

401(k) plan

Comprehensive benefits

Job summary

Uber is seeking a strategic Manager of People Solutions & Knowledge to own the ServiceNow HRSD platform and partner with IT to deliver a knowledge-first self-service experience for a global workforce.

You will lead a team of writers and a data analyst to build high-quality content, robust dashboards, and proactive knowledge solutions that improve automation ROI and employee satisfaction. In-office presence is required in many cases.

Qualifications

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

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 to meet global needs.
• Drive the setup and optimization of AI features for high-quality employee responses.
• Lead writers to create clear, intuitive content and ensure Now Assist is fueled by knowledge.
• Define global information structure, tagging, and delivery for effective self-service.

Skills

People leadership

Clear communication

Content authoring

AI-enabled service design

Knowledge management

Tools

ServiceNow HRSD

Job description

We are seeking a strategic and operationally-minded Manager of People Solutions & Knowledge to lead the digital front door of our People team. You will be the functional owner of the ServiceNow platform for HR, ensuring that our technology, content, and data insights work in harmony to support our global workforce.

You will lead a specialized team acting as the primary bridge between the People team’s requirements and our Technical/IT partners. Your goal is to move beyond traditional case management toward an AI-enabled, knowledge-first service model where employees find answers effortlessly and leadership has the data to make proactive decisions.

Key Responsibilities

• Serve as the primary People Team lead for the ServiceNow (HRSD) platform. You own the relationship with the IT/Technical teams to translate HR process needs into platform reality.
• Manage the intake and prioritization of ServiceNow enhancements, ensuring the platform evolves to meet the changing needs of a global People team.
• Drive the functional setup and optimization of AI features, ensuring the platform is configured to provide predictive, high-quality responses to employees.
• Lead a team of writers to create clear, intuitive, and action-oriented content. Ensure our Virtual Agent (Now Assist) is fueled by accurate, high-quality knowledge that resolves issues before they reach a human
• Define the global strategy for how information is structured, tagged, and delivered, ensuring our Tier 0 self-service is the most effective way for employees to get help.
• Lead a Data Analyst to build and maintain sophisticated ServiceNow dashboards that track more than just volume. Measure knowledge effectiveness, automation ROI, and employee sentiment.
• Collaborate with other departments that use ServiceNow to ensure a unified employee experience across the company.
• Partner with our COEs team to ensure any new program or policy is launched with the right knowledge articles and workflows ready on Day 1.

The Ideal Profile

• You understand how a change in a knowledge article impacts AI resolution and how a data field in ServiceNow impacts downstream payroll or IT access.
• You have a high bar for content and understand that clear communication reduces the need for human intervention.
• You are skilled at managing the relationship with technical teams—you know how to define What you need so they can build the How.

Basic 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

Preferred Qualifications

• Ability to manage a roadmap and influence stakeholders across HR and IT.
• Comfortable interpreting complex dashboards to drive operational changes.
• Prior experience managing content and optimizing for high case deflection

Ready to Ride?

This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.

You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in‑office. Some roles, like those at greenlight hubs, require full‑time in‑office presence. Ask your Recruiter for details about this role's requirements.

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.

For Chicago, IL-based roles: The base salary range for this role is USD $123,000 per year - USD $137,000 per year.

For New York City, NY-based roles: The base salary range for this role is USD $137,000 per year - USD $152,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD $137,000 per year - USD $152,000 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. All full‑time employees are eligible to participate in a 401(k) plan. You will also be eligible for various benefits.