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Content Coordinator Manager
Uber
Chicago, IL, United States
Job Details - this job has expired, please see similar jobs below
Uber Overview
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.
Job Description
About the Role
We are looking for an experienced people manager to lead a team of 8-12 content coordinators. In this role, you will oversee a team that maintains our customer support content: help center articles, canned responses, and internal knowledge base articles. You will be helping your team support multiple line of businesses while navigating complex product launches, and tight deadlines. In this dynamic, fast-paced role, you will work closely with senior stakeholders in our Community Operations department to ensure your team delivers high-quality on-time. You may be a good fit if you have a passion for people management, writing/support documentation, and stakeholder management.
What You'll Do / What You'll Need / Bonus Points / About the Team
What You’ll Do
• Manage a team of 8-12 content coordinators who develop internal and external support content (e.g. Help Center, internal knowledge base, pre-written saved replies)
• Lead weekly sprint meetings with the line of business managers to identify and prioritize top tasks and ensure timely completion of priorities
• Serve as primary POC for the line of business managers; develop strong working relationships with internal stakeholders
• Coach, mentor and develop staff, including overseeing new employee onboarding and providing career development planning and opportunities
• JIRA Task management: stay on top of content requests within JIRA Kanban board; ensure tasks are assigned in a timely manner, old tasks are cleaned out, tasks correctly labeled to ensure proper data collection
• SLA tracking: ensure all tasks stay on track to meet deadlines; re-allocate team resources to meet deadlines; liaise with stakeholders to manage expectations and re-prioritize as necessary
• Weekly reports: send weekly summary emails (including JIRA dashboard read-out) to stakeholders with an update on progress and priorities
• Conduct quality checks on the team’s output to ensure correct procedures are being followed
• Develop continuous subject matter expertise on content best practices, and develop proficiency in LOBs
• Assist with coordinator hiring/onboarding/training: assist in training and development of new content coordinators as needed
• Assist with ad-hoc projects and continuous improvement initiatives as needed
What You’ll Need
• Bachelor’s degree (Communications, Journalism, Marketing) or equivalent experience
• Minimum of 3 years of work experience
• Minimum of 1 year of people management experience
• Organized, self-driven, and detail-oriented
• Comfortable dealing with ambiguity; enjoy developing new processes
• Positive attitude and ability to learn new concepts quickly
• Exceptional organization, project-management skills, and attention to detail
• Ability to gain trust and work collaboratively with a variety of stakeholders, including customer experience leadership team
• Exceptional people management
• Submit a writing sample here: t.uber.com/ccmanager-writingsample
Bonus Points If
• Familiarity with Salesforce, Confluence, or other enterprise Content Management Systems (CMS)
• Familiarity with managing tasks with JIRA (e.g. Kanban boards)
• Experience developing support content or managing support content
• Experience creating flowcharts and process maps with tools, like LucidChart
About the Team
At Uber, we support millions of customer support interactions each year with the help of thousands of support agents around the globe. The NorthAm Community Operations team ensures that we are providing high-quality support at scale.
The Content Coordinator Team is a team of content and process experts. The goal of this team is to develop a wide range of agent-facing and customer-facing support content.