Life at UiPathThe people at UiPath believe in the transformative power of automation to change how the world works. We’re committed to creating category-leading enterprise software that unleashes that power.
To make that happen, we need people who are curious, self-propelled, generous, and genuine. People who love being part of a fast-moving, fast-thinking growth company. And people who care—about each other, about UiPath, and about our larger purpose.
Could that be you?
Your Mission This position is critical to our shift left strategy. It will have a strong accountability to improve content and surface it for our customers to deflect cases and reduce our costs. It will aid in training our people, so they are productive more quickly and have the necessary skills to provide excellent customer service and solve case efficiently and effectively. Quality checks on cases will identify opportunities for improving both the technical and customer service skills of our PSEs.
What you'll do at UiPath- Define a KM strategy and set the direction of the Knowledge Management Framework
- Define the design and own the KM content architecture and governance Measurably improve the quality of KB content
- Partner to fill content gaps, increase findability and relevance of content for customers and PSEs
- Define governance model for planning creation, maintenance and archiving of content
- Implement and manage KM technology tools with a focus on automation and content
- Training/Readiness
- Execution of Training strategy
- Development of training for new hires to increase their speed to productivity
- Development of customer service-based training to improve our customer support interactions
- Development of technical skills training to increase PSE effectiveness
- Quality Coaching
Identify opportunities to improve customer service, operational excellence, and technical quality of our PSE support interactions - Implementation of QA tools to review data from all customer support case
- Enact processes for delivery managers and Quality coaches to address identified opportunities via training or upskilling of individuals/teams.
What you'll bring to the team- 10+ years of Overall Experience Up to 5+ years of customer support, operational excellence, IT Service management AND at least 3 years of experience managing people
- Manage a global team of knowledge specialists, training content developers and quality coaches in multiple time zones.
- Comprehensive understanding of customer service best practices, with the capacity to apply this knowledge effectively in a technical support context.
- Proficiency in leveraging data analysis to drive decision-making and identify opportunities for improvement.
- Experience in budget planning and expense management, ensuring financial efficiency and sustainability.
Mentoring & Leadership
- Leads a team of highly performing support specialists.
- Providing guidance to direct reports and their teams.
- Establish clear performance expectations, aligning goals with overall company objectives, and regularly assess team performance against these benchmarks.
- Implement proactive action plans to address identified performance gaps, facilitating continuous improvement of team capabilities.
Guiding the talent identification and development processes
Cross Team Collaboration
- Connect with Sr Managers, Directors in the other organizations for strategy development and execution planning.
- Promote and facilitate effective cross-functional communication and collaboration, strengthening overall organizational synergy.
Customer Management
- Instill a customer-centric culture within the team, ensuring every interaction is guided by a customer-first approach.
- Design and deploy strategies aimed at enhancing customer satisfaction and fostering customer loyalty, driving full adoption of UiPath Products.
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Maybe you don’t tick all the boxes above— but still think you’d be great for the job? Go ahead, apply anyway. Because we know that experience comes in all shapes and sizes—and passion can’t be learned.
Many of our roles allow for flexibility in when and where work gets done. Depending on the needs of the business and the role, the number of hybrid, office-based and remote workers will vary from team to team. Applications are assessed on a rolling basis and there is no fixed deadline for this requisition. The application window may change depending on the volume of applications received or may close immediately if a qualified candidate is selected.
We value a range of diverse backgrounds, experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, neurodiversity, military and/or veteran status, or any other protected classes. Additionally, UiPath provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review these and other legal disclosures, visit our privacy policy.
