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Content Manager -Process Excellence

Community Operations, Global Community Operations in Amsterdam, Netherlands

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.

 

We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.

About the Role

 

Uber is looking for someone to help drive and grow EMEA Community Operations Content through policy alignment and process excellence. It's no small task as this is the engine behind Uber's outstanding support experience for all our customers.

 

The EMEA Content Manager - Process Excellence is responsible for driving policy alignment across the region and the improvement of our agent processes; to help create a sustained culture of lean, defect reduction, and tenacious process and policy harmonisation and improvement. He/she will build out the relevant internal programs and deploy them across a complex matrixed organization distributed through the EMEA region. This will involve close collaboration with local Community Operations managers, EMEA Regional Operations, contact centre management teams, and our own centres of excellence. You are a logical and methodical, loving the challenge of large multi-­partner initiatives that requires you to innovate, lead, influence, and think both strategically and tactically.

What You’ll Do

 

  • Work with Regional Community Operations and Central Operations teams to align Rides and Eats policies for all Contact Types for EMEA, and maintain this alignment alongside business changes and growth.
  • Improve existing agent processes for an overall improved user experience of both the agent reviewing the process and the customer receiving the support.
  • Develop KPIs for measuring policy alignment progress and the impact of improved agent processes on savings to the business.
  • Support and drive improvements to existing content processes and workflows to optimize and increase efficiency
  • Identify and analyse extensive data as necessary to identify root cause issues, develop action plans, measure impact of actions taken, and adjust as necessary to ultimately solving the problem (no matter how large or small the scale)
  • Coach, train, and mentor Content Specialists on Process Excellence best practices
  • Set documentation standards and best practices for support content processes

What You’ll Need

 

  • Bachelor’s degree or higher.
  • Minimum 4 years’ experience using analysis to drive improvements through the application of Lean and/or Six Sigma tools and concepts.
  • Project management experience.
  • Experience in or demonstrated ability to interact and build rapport with individuals and teams of all levels and cultures.
  • Great interpersonal and stakeholder management skills with experience communicating and presenting to groups.
  • Six Sigma Black Belt.
  • Mastery of SQL, Google sheets, Excel, Google slides, Word and a statistical package.
  • Team player, able to work well within the Content team to contribute to a positive, collaborative team culture.

 

Bonus Points If

 

  • Worked with support content previously.

About the Team


The EMEA CommOps Content team is a close-working team dedicated to improving the internal and external customer experience through clear, consistent content.

 

Our scope of work extends from the Uber Help Center, through to our support policies and processes and the responses sent to our customers. As such, the team has impact on business metrics like Defect Rate, CSAT, Agent Handle Time, and Retention %.


See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.