Program Leader, Outage Management Lead - Community Operations

Uber • San Francisco, CA • 2h ago

About the Role

The Lead - Product Knowledge Enablement role sits within the Global Digital Experience (GDX) team and is responsible for ensuring that complex technology products are translated into clear, compelling, and actionable educational modules for non-technical teams across the organization.

You will act as the bridge between Customer Obsession (CO) Product / Engineering, and Community Operations (CommOps) teams-transforming product strategy and architecture, feature releases, technical enhancements, and platform changes into structured learning journeys, enablement assets, and ongoing capability programs.

Your role requires a unique blend of skills - the clarity of a Product Marketer, the structure of an Instructional Designer, and the systems-thinking of a Product Manager. In this role, you will not only create enablement content by translating complex technical features into clear, benefit-driven narratives but also execute educational programs and learning sessions to ensure the entire CommOps team deeply understands what we build, why we build it, and how to position and use it effectively.

What you'll do

Product Knowledge Enablement strategy: Define and lead the product knowledge enablement strategy. Create plans to deliver high-impact training programs, workshops, and certifications on product strategy, new features, product updates, platform changes and competitive positioning.

Change management and adoption: Support change management efforts tied to major product transformations. Anticipate resistance, identify knowledge gaps early, and proactively design enablement interventions that accelerate adoption and confidence across non-technical teams.

Product Education: Develop "launch kits", functional assets such as demo scripts, FAQs, and troubleshooting logic, and guides that translate technical specifications into value propositions for CommOps teams. Build scalable processes to ensure knowledge dissemination is proactive, structured, and measurable.

Product Evangelism: Host "Town Halls" or "Product Deep Dives" to build excitement and alignment around the product vision across the entire organization. Develop instructor-led sessions, self-paced modules, microlearning assets, certification pathways, and reinforcement programs to ensure long-term retention and application of product knowledge.

Knowledge creation and dissemination: Build and manage a centralized product knowledge repository that serves as the "single source of truth" for CommOps. Deeply understand product capabilities, roadmaps, APIs, integrations, technical trade-offs, and system architecture and convert these into clear value propositions, use cases, FAQs, battlecards, positioning guides, release briefs, and executive-ready summaries tailored to different business audiences.

Feedback Management: Act as a conduit between CommOps and CO, gathering frontline insights and "market friction" from Product Education sessions to influence the future product roadmap. Analyze feedback and performance data to continuously refine content and learning interventions.

Measurement & Continuous improvement: Define success metrics for enablement effectiveness (e.g., product adoption, feature utilization, time-to-productivity, etc), measure, report and improve them.

Basic Qualifications

6+ years of experience in Product Operations, Product Marketing or Customer support operations

3+ years of experience leading teams

Preferred Qualifications

1+ years of experience on "translating" technical concepts for non-technical audiences

Strong cross-functional collaboration skills with both technical (CO Product, Engineering) and non-technical stakeholders (CommOps)

Experience of designing and delivering structured learning programs for cross-functional teams

Experience of working with leading LLMs (e.g., GPT-4, Claude, Gemini) and Gen AI concepts like RAG, Agentic AI, chain-of-thought prompting, decision flows, AI reasoning, etc

Exceptional written and verbal communication skills; Ability to take a technical feature and turn it into a compelling "why it matters" story and narratives

Familiarity with APIs, system architecture concepts, data flows, and product lifecycle management

Experience building scalable programs for global teams

Exceptional stakeholder management skills; especially ability to influence and align with senior leadership

Technical Literacy - Comfortable navigating technical documentation and collaborating directly with Engineers and Product Managers.

Analytical mindset with ability to measure learning effectiveness and adoption impact

Ability to thrive in a fast-paced, ambiguous environment

Familiarity with SQL, Python, JSON, etc is a plus

For Phoenix, AZ-based roles: The base salary range for this role is USD$130,000 per year - USD$144,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$162,000 per year - USD$180,000 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. More details can be found at the following link https://jobs.uber.com/en/benefits.

Uber is proud to be an Equal Opportunity/Affirmative Action 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- https://docs.google.com/forms/d/e/1FAIpQLSdb_Y9Bv8-lWDMbpidF2GKXsxzNh11wUUVS7fM1znOfEJsVeA/viewform

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