Operations Manager – Customer Support Content Production

About the Role

This role owns end-to-end Knowledge Production for a specific global program or persona.

You are accountable for how knowledge is planned, produced, and maintained for your space — ensuring high-quality, scalable, and efficient delivery across regions.

You will act as the single-threaded owner for production performance, partnering closely with Global Content, regional teams, and cross-functional stakeholders to ensure execution is predictable, data-driven, and aligned with business priorities.

What you'll do:

Own Knowledge Production for Your Program/Persona

1. Own the end-to-end production lifecycle for your program/persona (intake → prioritization → creation → QA → publishing → BAU).
2. Ensure content delivery is high-quality, on time, and aligned with policy and user needs.
3. Act as the primary point of contact for all production-related topics within your space.

Drive Execution Excellence & Ways of Working

1. Implement global Knowledge Production standards within your program/persona.
2. Adapt workflows to fit persona-specific needs, while maintaining consistency with global practices.
3. Ensure clear roles, responsibilities, and handoffs across teams.
4. Identify and resolve execution gaps, inefficiencies, and blockers.

Own Intake, Backlog & Prioritization

1. Manage and triage incoming requests, ensuring clarity, quality, and prioritization.
2. Maintain a healthy backlog with clear visibility on priorities, timelines, and trade-offs.
3. Partner with stakeholders to ensure production feasibility is considered early

JIRA, Tooling & Operational Rigor

1. Own JIRA hygiene and usage as the single source of truth for your program/persona.
2. Ensure accurate tracking of work, SLAs, and delivery status.
3. Identify opportunities to improve workflows, tooling, and automation.

Metrics & Performance Management

1. Own and track KPIs for your program/persona, including:
2. Throughput & velocity
3. SLA adherence
4. Backlog health & aging
5. Quality & rework
6. Intake quality
7. Use data to identify trends, surface risks, and drive improvements.
8. Provide regular reporting and insights to stakeholders.

Capacity Planning & Resource Optimization

1. Manage capacity across regions and contributors supporting your program/persona.
2. Balance workload, priorities, and deadlines to ensure efficient delivery.
3. Escalate risks related to bandwidth, complexity, or demand.

AI & Process Improvement

1. Identify opportunities to automate manual work and improve efficiency.
2. Support adoption of AI tools, ensuring proper usage and quality guardrails.
3. Continuously improve processes to balance speed, quality, and scalability.

Stakeholder Management & Cross-Functional Leadership

1. Act as the production lead for your program/persona in cross-functional forums.
2. Partner with Strategy, Policy, Legal, and Ops to align on priorities and timelines.
3. Communicate risks, constraints, and trade-offs clearly
4. Ensure strong alignment between business needs and production capabilities.

Basic Qualifications

1. 4+ years of experience in operations, content, knowledge management, or program management.
2. Experience managing end-to-end workflows or production pipelines.
3. Strong data-driven decision-making and problem-solving skills.
4. Experience working with cross-functional stakeholders.
5. Familiarity with tools like JIRA or similar workflow management systems.

Preferred Qualifications

1. Experience in knowledge/content operations and global, multi-region program management, including working with cross-functional stakeholders (Policy, Legal, Strategy, Product).
2. Strong background in process improvement, intake/backlog prioritization, and operational scaling in high-volume environments.
3. Familiarity with content governance, QA frameworks, and data/reporting tools (e.g., JIRA, Looker, Tableau, SQL).
4. Exposure to AI and automation in content production, with the ability to navigate ambiguity and influence without direct authority.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let’s move it forward, together.

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.

*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.