Manager, People Solutions & Knowledge

About The Role

The People Solutions & Knowledge team drives a scalable, knowledge-first employee experience by optimizing how employees interact with HR services through ServiceNow and AI-enabled self-service. The team leads global initiatives across service design, knowledge strategy, and platform governance to simplify support, improve resolution times, and enable seamless digital experiences. In this role, the candidate will shape how employees access and experience People services at scale, directly influencing efficiency, consistency, and overall employee satisfaction.

What You'll Do

• Define and execute the strategy for how the People team leverages ServiceNow to deliver a scalable, knowledge-driven employee support experience, including service catalog and workflow design.
• Establish and govern global knowledge standards to improve searchability, AI readiness, and self-service resolution.
• Partner cross-functionally with HR, IT, and platform teams to align People Operations processes with system capabilities, ensuring seamless service delivery and adoption.
• Drive AI-enabled initiatives such as virtual agent, automated triage, and guided workflows to enhance the digital employee experience and reduce manual support.
• Oversee platform governance including access controls, role design, and audit readiness to ensure compliance, consistency, and operational integrity.

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$136,500 per year. For New York, 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. More details can be found at the following link https://jobs.uber.com/en/benefits., For Chicago, IL-based roles: The base salary range for this role is USD$123,000 per year - USD$136,500 per year. For New York, 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. More details can be found at the following link https://jobs.uber.com/en/benefits.