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Operation Manager

Community Operations
in Mexico City, Mexico

About the Role

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, restaurants and eaters get moving in more than 600 cities around the world. Providing amazing customer support that establishes trust for our community is a core feature of our product experience. We invest in this mission and believe in providing the highest quality service implemented in the smartest, most efficient way. We are pioneering how Uber manages support across the region and we're looking for a Content Operations Manager to ensure the smooth execution and continuous improvement of the Content Operation, by helping deliver high quality and consistent content for our support channels. This is specifically for the Brazil Market.

This will be a managerial role with a heavy focus on people, stakeholder and project management, and continuous process improvement. Those interested should be excited to demonstrate those skills and be eager to lead a team of equally motivated team leaders and members. Despite managing the Content Operation in Brazil, this position will have multiple stakeholders across the region.

What You'll Do

  • Lead, motivate, and develop a high performing group of Team Leads (managers) within a time-sensitive and demanding environment to deliver on high-quality and consistent content for our stakeholders.
  • Formulate and manage projects that help improve the Content Operation for all Lines of Business, sharing practices with peers and keeping a close track of performance metrics.
  • Ensure the proper management of the Content Specialists' Team by the Team Leads, following up on metrics, hosting skip levels, team activities and regular meetings for any aspect that requires it.
  • Work closely with the Content Strategists to align on capabilities for the Content Strategy deployment, as well as request visibility over the LOB's priorities and roadmaps.
  • Provide visibility to the Senior Content Operations Manager and Stakeholders of the status of the operation. Including any local situation that may put it at risk (contingencies, local regulations, security situations, etc.)
  • Guide enforcement of policies, including attendance; create and distribute reports to Agent Success management, provide
  • Senior Leadership with daily snapshots of the team's performance; escalate issues to Senior Leadership as necessary.

What You'll Need

  • Bachelor's degree in Business, Communications, English, Journalism or similar field -- if you think your background brings something to the table, we want to hear from you!
  • 2 or more years of experience managing people in an environment as Customer Support or similar background in a large business or growing a startup is expectedbut we will consider candidates with less experience if they meet other requirements.

  • Positive attitude and adaptability over change. The unpredictability of the business means constant and important changes at all levels.

  • Stakeholder management skills are core for this position, as well as excelling at communicating yourself -bonus point if you have a previous experience dealing with remote stakeholders

  • Analytical rigor - Excellent excel skills, SQL and other simulation/experimentation skills is a plus. We use data to inform our decisions; you'll quickly identify what data you need to resolve a problem and how to analyse it to get to your answer. You'll have experience dealing with complex data sets, deriving insights and checking against what you see in the real-world

  • Roll up your sleeves and get into the details approach to lead by example

  • High adaptability to change and ability to execute quickly

  • Speed, resourcefulness, and go getter attitude: Uber is committed to constant improvement. You're excited to help create a product with value

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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.