Global Knowledge Production Lead

About The Role

This role owns Uber's end-to-end Knowledge Production operating model. This leader is accountable for how knowledge is produced globally; setting standards, systems, and performance expectations that enable high-quality, scalable delivery across all personas and regions.

This role partners closely within Global Content and externally, to ensure production is efficient, predictable, and future-ready, while enabling Knowledge Production Leads and teams to perform at a high bar.

What You'll Do

Lead the Knowledge Production organization

• Lead, coach, and develop Knowledge Production Leads and senior team leads.
• Set clear expectations for delivery excellence, accountability, and leadership behavior.
• Drive consistent performance management, calibration, and talent growth.
• Foster a high-performing, psychologically safe culture with strong ownership.

Own the Knowledge Production operating model

• Define and continuously evolve the global Knowledge Production operating model.
• Set standards for intake, prioritization, creation, QA, handoff, and BAU support.
• Ensure consistent ways of working while enabling persona-specific flexibility.
• Establish clear roles, decision rights, and escalation paths.

Capacity, headcount & site strategy

• Own Knowledge Production capacity planning across regions, personas, and time horizons.
• Partner with leadership on headcount planning, hiring, and site optimization.
• Rebalance work across sites to improve efficiency, resilience, and speed.
• Anticipate future needs based on demand, complexity, and the transformation roadmap.

Intake, tooling & execution rigor

• Own JIRA as the single source of truth for Knowledge Production execution.
• Define standards for workflows, hygiene, reporting, and adoption.
• Partner with tooling and automation teams to reduce manual effort and friction.

AI & process enablement

• Identify opportunities to automate manual work and improve throughput and quality.
• Ensure teams are equipped with the right tools, training, and guardrails.
• Balance speed, quality, and risk as AI capabilities evolve.

Metrics & operational health

• Own Knowledge Production KPIs, including Throughput and velocity, SLA adherence, Backlog health and aging, Quality and rework signal, Intake quality.
• Use data to surface systemic issues, bottlenecks, and improvement opportunities.
• Ensure metrics are trusted, visible, and used to drive decisions.

Cross-functional leadership

• Act as the senior Knowledge Production counterpart to internal and external stakeholders.
• Ensure production feasibility is embedded in planning and prioritization.
• Clearly represent risks, constraints, and opportunities to leadership.
• Align strategic ambition with delivery reality.

Basic Qualifications

• 8+ years of experience in knowledge, content, production, or operations management.
• 2+ years leading managers and large teams.
• Experience using AI tools to enable scale and quality.
• Experience scaling global knowledge or content operations.
• Strong operating model, capacity planning, and performance management expertise.
• Proven ability to use data to drive decisions and trade-offs.
• Excellent stakeholder management and executive communication skills.

Preferred Qualifications

• Thinks in systems and scale, not individual requests.
• Anticipates risk before it impacts delivery.
• Sets a high bar for clarity, rigor, and accountability.
• Uses metrics to inform decisions-not just report outcomes.
• Builds strong leaders and durable systems, not just outputs.

Key skills/competency

• Knowledge Management
• Content Production
• Operations Leadership
• Process Optimization
• Capacity Planning
• Performance Management
• Stakeholder Engagement
• AI Integration
• Global Scaling
• JIRA Workflows