Manager, People Solutions & Knowledge - ServiceNow

Uber Technologies Inc.; San Francisco (CA); On-site; USD 137,000 - 152,000; Full time

Benefits offered by this job

Bonus program

Equity award

401(k) plan

Benefits

Job summary

Uber Technologies Inc. is seeking a senior People Operations leader to own the ServiceNow (HRSD) platform for a global workforce.

You will translate HR process needs into platform capabilities, prioritize enhancements, and optimize AI-driven self-service with Now Assist. You will also guide content creation, ensure accurate knowledge, and oversee dashboards that track automation ROI, knowledge effectiveness, and employee sentiment.

Qualifications

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

Responsibilities

• Serve as the primary People Team lead for the ServiceNow (HRSD) platform and partner with IT/Tech teams.
• Manage intake and prioritization of ServiceNow enhancements to meet global People team needs.
• Drive setup and optimization of AI features for predictive responses to employees.
• Lead writers to create clear, action-oriented content and ensure Now Assist knowledge is high quality.
• Define global information structure, tagging, and delivery for effective Tier 0 self-service.
• Lead a Data Analyst to build dashboards measuring knowledge effectiveness, ROI, and sentiment.
• Collaborate with other departments to ensure a unified employee experience.
• Partner with our COEs to launch programs with ready-to-use knowledge articles.

Skills

People Operations

HR Technology

ServiceNow HRSD

Leadership

Stakeholder management

Tools

ServiceNow

Now Assist

Job description

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 ourCOEs 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

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.

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.