Community Operations, Global Community Operations in Taguig City, Philippines
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.
At Uber, customer support is more than just answering questions. It’s about about building a community and listening to our customers. Providing amazing support to riders, driver partners, UberEATS customers and delivery partners is at the centre of the Uber customer experience.
Uber is looking for a strong leader to manage a critical central APAC team in the Uber Community Operations team. As the APAC Content Manager, you will build our APAC content team, based in Manila. In this role, you will establish and manage a newly formed function managing support content for our internal knowledge base. If you love process, have an eye for detail and want to grow a great team, please read on.
About the Role
You’ll join the APAC Agent Success team and manage the support content generation and knowledge base maintenance process for all regions in APAC. What does that mean?
Build a high performing team of copywriters and content specialists to support content updates, changes and improvement to support logic in APAC
Maintain a content management process where all changes are swiftly and effectively updated in our internal knowledge base
Create strong partnerships with our regional and global stakeholders, and line of business managers to ensure we are effectively supporting their businesses
Partner with the APAC L&D team to ensure parity between content and L&D materials
Create feedback loops with CSRs to ensure improvements and suggestions are captured and actioned
Create and manage metrics and quality processes to ensure the content created is effective, scalable, and of high quality
Coordinate translation processes with local content experts and translation agencies in APAC markets, whilst ensuring content reflects culture and tone
Participate in efforts aimed at improving global content management tools, and be proactive in providing feedback
What You’ll Need
The ideal candidate will check the following boxes:
5-7 years of relevant experience: Content management, information architecture, support operations or consulting space. Ideally, you’ve built and managed internal knowledge bases.
Excellent writing skills: Ability to write logical and easy-to-follow process steps. Experience in copywriting is a plus - concise, structured and packed with personality.
Data-driven decision making: Sound business judgment through strong analytical thinking
Highly process oriented: with some experience having built operational processes
An eye for effective UX / UI: Plus if you have experience in information architecture or structuring complex knowledge bases.
Bachelor's degree: in Instructional Design, Information Architecture, Adult Education, or other relevant discipline required.
Startup, all-hands-on-deck approach
Who You Are
A builder - Creating scalable content, with help from SMEs and curriculum leads, is a piece-of-cake.
Tech Savvy - You are comfortable learning new systems and have experience in building and creating eLearning across multiple tools
A self starter - You’re ready for the autonomy that comes with building a new process at Uber.
A team player - You aren’t scared to collaborate across function or region to get the best possible outcome for your content.
Poised - Cool and calm under pressure, you follow through on tasks and look for opportunities to step up to new challenges.
Process driven - You have superior organizational skills, and constantly look to iterate on things to make them more efficient.
Naturally curious - You love learning and are invested in making our Community Operations organisation successful through laying a strong foundation for our Community Support teams.
Hustle - Uber moves fast, and runs lean. You're flexible, fearless, and never satisfied with the status quo. You always fight for what is right but equally respect that the best idea should win.
Ownership - You get things done. Passionate, self-driven and fearless, you are deeply committed to taking Uber support to the next level and rise to the occasion to solve problems, big and small. You don’t wait around for other people to tell you what to do and have the initiative to solve problems on your own.
Motivated - You understand the impact of a highly satisfied, excited crew of users, and are obsessive about grinding away at issues.
Service orientation - As the voice of Uber to thousands of users, you’ll use this opportunity to make evangelists out of our toughest haters. Your efforts will create more reasons for people to use Uber and to continue to trust us to get them where they need to go.
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.