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We are looking for an experienced, results-driven Content Strategist to lead high-impact content initiatives and solutions for Uber's North American Community Operations Content team. In this dynamic, fast-paced role, you'll work closely with senior partners at regional and global levels in order to conceptualize and execute content strategies that improve both the customer and agent experience across Uber's many, varied lines of business. The ideal candidate will have a strong background in content strategy, process improvement, and project/program management at scale.

Though this role is an individual contributor, you'll partner closely with the team's Content Ops Strategist and our Content Managers and their direct reports (30+) to ensure successful rollout and ongoing governance of major initiatives by their teams. This role reports to the region's Content Program Leader.

What You'll Do

  • Strive every day to use content as a competitive advantage for Uber and its customers
  • Practice your craft: Write and edit on a weekly basis; provide second touch edits to high-visibility content
  • Develop proven content strategies across modalities: In-app and web-based Help Center, internal Support knowledge base articles and flows, and content demonstrated by Support agents for both messaging and live support channels (chat, phone, and social media)
  • Design and execute experiments to improve the quality and efficiency of Uber Support content
  • Review user feedback and interpret content effectiveness; independently and collaboratively provide data-driven analysis and content recommendations
  • Be an outspoken advocate and collaborator with Product, Community Operations, and Operations partners to develop tools and processes that support Uber Content and Support agents
  • Be a curious, reliable, and diligent partner to Uber's Global content team; share and collate standard methodologies with our sister regional Content and Support teams in EMEA, LATAM, and APAC
  • Work with our Digital Strategy and Innovations team to scale automated content and define content strategy for self-service and in-the-moment customer experiences

Basic Qualifications

  • Minimum 5 years of relevant Content experience in leadership or content strategy role
  • Minimum 2 years of relevant project/program management experience
  • Bachelor's degree or equivalent proven experience

Preferred Qualifications

  • Proven experience leading large-scale content strategy initiatives
  • Experience with content design or information-architecture concepts
  • Experience with Customer Support content or other direct-to-consumer digital content strategies
  • Strong copywriting and editing skills, and the ability to deliver content effectively
  • Experience defining, tracking and reporting on content metrics and ability to communicate this effectively to the team
  • Familiarity with large scale customer support operation organizations and the processes that support them
  • Sophisticated communication; respectful negotiation skills
  • Excellent problem solving, critical thinking, and analytical chops
  • Organized and process-oriented for the long view; capable of burst capacity and vitality when necessary
  • Ability to be an Uber brand and voice standard-bearer and advocate
  • Grace and patience in Uber's fast-paced, evolving landscape
  • Previous experience working in global-local businesses

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 US&C Community Operations team ensures that we are providing high-quality support at scale.

The US&C CommOps Content Team is a team of content and process specialists. The goal of this team is to develop a wide range of agent-facing and customer-facing support content across all of Uber's lines of business at scale.

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 10,000 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.

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.

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