**About the Role** The Standards & Guidelines Program Leader plays a pivotal role in crafting and upholding the framework that governs the quality and consistency of all Uber Customer Support interactions (human and machine). This role will work cross-functionally with Experience Design Team, Strategic Operations, and production to set clear, actionable standards that drive superior user experiences through high-quality content. **What You'll Do** - Design and sustain a set of robust standards and guidelines tailored for all human and machine enabled support experiences, ensuring uniformity, precision and quality across experiences. - Partner with UX designers and content teams to fine-tune conversational strategies that resonate with user needs and align with overarching business goals. - Regularly refine and enhance guidelines, integrating fresh insights from ongoing research and evolving technologies. - Define and create mechanisms to uphold stringent quality controls for content to maximize clarity, engagement, and accessibility. - Serve as the go-to authority on best practices in conversational UX, offering insights and guidance to various project teams. **Basic Qualifications** - 8+ years experience in UX design, Content design, knowledge management, conversational AI or other product related space - Proficient in UX design principles, conversational AI systems, and strategic content management. **Preferred Qualifications** - Exceptional communication skills, capable of effectively defining and disseminating complex guidelines. - Proven track record of managing detailed documentation and style guides. - Skilled at leveraging user data and feedback to enhance UX design. - Able to create from scratch – and cut through ambiguity to ensure a clear strategy and operational plan in place For New York, NY-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 per year. For San Francisco, CA-based roles: The base salary range for this role is USD$155,000 per year - USD$172,000 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. You will also be eligible for various benefits. More details can be found at the following link [https://www.uber.com/careers/benefits](https://www.uber.com/careers/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://forms.gle/aDWTk9k6xtMU25Y5A). Offices continue to be central to collaboration and Uber’s cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.