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TITLE

 

Program Manager, NorthAm Content Management & Strategy

COMPANY

 

Uber

LOCATION

 

San Francisco, CA, US

Description

About Uber We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it. For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer. And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next. About the Role We’re looking for a Content Management & Strategy Program Manager to help bridge the gap between the NorthAm Line of Business Teams and the Global Content Team. This team will own the design and implementation of a holistic NorthAm Content Strategy, and serve as a counterpart to the Global content team to execute and operationalize global initiatives. This role will also serve as a key partner for Line of Business managers. Projects may include: migration to a new content management system, saved reply revamps, and help center audits. What You’ll Do Operationalize Global Content initiatives for NorthAm region (e.g. migration to new content management system, new Saved Reply style guides, contact type changes) Develop unified approach to NorthAm Content Strategy, including a single style guide for Phone Knowledge Base; facilitate alignment across all line of business teams Manage large-scale projects to align disparate content tools and systems, including integrating multiple knowledge base approaches across teams Continually experiment and optimize to ensure content strategy is aligned with agent requirements; measure impact of content improvement initiatives Represent NorthAm in Global and Regional conversations; facilitate dialogue with NorthAm Line of Business teams to ensure that all teams’ needs are represented Lead a small team of project managers to execute on large-scale content revamps or audits to adhere to evolving style guides What You’ll Need Excellent written and verbal communication skills Ability to manage large-scale projects across multiple teams Advanced skill with Confluence or enterprise Content Management Systems (CMS) Experience developing support content or managing support content Bonus Points If 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 NorthAm Content Management and Strategy team is the NorthAm counterpart to our Global Content team. You may be a good fit if you have a passion for thinking strategically about our support content, and are equally excited about driving adoption and executing on those strategies.

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