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Content Manager, EMEA Centers of Excellence, Krakow, Poland

Community Operations
in Krakow, Poland

About the Role

Uber is looking for a Content Manager to manage a team of Content Specialists and Team Leads based in our Centers of Excellence (COE).

The Content Manager will be responsible for aligning content operations with our overall content strategy; and driving key SLAs to ensure we reach our operational KPIs.

In this highly collaborative role, you will work with our team to ensure that content tasks are planned and produced to the highest standards. You will also develop processes to maximize efficiencies and team optimization.

You will need to be metrics driven and comfortable communicating with a large number of stakeholders. You will also be a strong team player who is able to positively influence and motivate your team & the larger network as needed.

The Content Manager will report directly to the EMEA Content Lead in Amsterdam.

What You'll Do

  • Oversee the health of EMEA CommOps Content operations for your site; including production, output management and resourcing
  • Manage operational resources, providing transparency into utilization and pipeline
  • Manage the Content JIRA Service desk in collaboration with the Content Team Leads to ensure incoming content tasks and quickly and accurately assigned, and that deadlines are met
  • Work with the Portfolio Manager to ensure strong project management across the Network and timely status reporting
  • Oversee and manage reporting of content performance metrics; working with the A&I team to ensure we have relevant data for measuring quality of performance
  • Be responsible for leading the monthly reporting calls between Content Operations Management and Content Lead
  • Ensure EMEA Content continues to foster strong stakeholder relationships by providing visibility into task statuses, and stakeholder JIRA CSAT hits key targets
  • Set up strong creation and review processes for EMEA Content and ensure adherence by all EMEA Content Specialists
  • Drive content alignment, as well as sharing of best practices across EMEA and various sites
  • Drive a Content Development Program to ensure regular growth and improvement for our Content Specialist Network
  • Collaborate with Content Managers and TLs across sites to benefit and improve EMEA content as a whole
  • Promote Content in the COE and support Central efforts to align Content with Quality and Learning across EMEA

What You'll Need

  • Exceptional spoken and written English
  • 5+ years of relevant experience in people management and/or support content
  • Strong comfort level prioritizing and managing a high volume of work, quickly moving between projects and tasks, without missing a beat and working across multiple time zones and markets
  • High emotional intelligence to collaborate with diverse working styles, and with team members across the team and wider business
  • Team player, able to work well within the Content team to contribute and drive a positive, collaborative team culture

About the Team

Community Operations is pioneering how Uber manages support for our community of customers and partners around the globe.

The EMEA Community Operations 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 and Agent Handle Time.

The EMEA CommOps Content team provides a collaborative and supportive environment where all team members feel empowered to continuously strive for excellence and ultimately impact the business in a significant way.

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.