Content Team Manager, Limerick, Ireland - Uber

Employer: UBER
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: peste 5 years of experience
    Location:
  • Abroad
  • Updated at: 08.04.2020
    Short company description

    Uber is a technology company. We make a smartphone app that provides users with an on-demand, private car service that takes them safely and smoothly to where they need to go, in dozens of countries and hundreds of cities around the world - at the push of a button.

    Requirements

    What You’ll Need

    Exceptional spoken and written English
    5+ years of relevant experience in people management and operations. Relevent experince in content is a plus.
    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 

    Responsibilities

    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

    Other info

    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.