Skip to main content
Uber CareersUber Careers

Operations Manager (Content)

Community Operations
in Mexico City, Mexico

About the Role

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

  • Learn and understand the Content Process flow to propose process improvements
  • 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

  • Proven People management (at least 2 years managing a large teams).
  • Positive attitude and adaptability over change. The unpredictability of the business means constant and important changes at all levels
  • Communicates and connects assertively
  • Openness and transparency to inspire the rest of the team
  • Empathetic to be able to put himself into his staff's shoes
  • Exceptional written and verbal communication skills
  • Excellent Stakeholder Management Skills
  • Full Proficiency in English is required
  • Proficiency in Excel / Spreadsheets and/or report making
  • Outstanding Time Management Skills
  • Maintain a positive, can-do attitude and encourage others to do the same
  • Leadership profile. Hands-on-deck attitude and leading-by-example

Bonus Points If

  • Customer support experience
  • Portuguese proficiency
  • Previous experience dealing with remote stakeholders
  • Bachelor's in Business, Communications, English or Journalism or alike

About the Team

The Community Operations Team is pioneering how Uber manages rider/eater and driver/delivery-partner support around the globe.

GPTW_small_(2) EQUIDADMX_2019RankingParSuperempresas_Completo_2019

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.