Content Program Specialist Iii

Há 5 horas

São Paulo SP, Brasil Uber Tempo inteiro

**About the Role**

Work alongside global production to design, maintain, and manage the process, keeping the customers & support teams in mind. This multifaceted role requires a customer-first mindset, content, and a positive, solution-oriented attitude. Receive requests from the Global Jira and triage accordingly to knowledge production specialists depending on alignment. Conduct quantitative & qualitative analysis to determine the necessity of the requests. Confirm the timeline of the request and ensure priorities are accurately represented. Maintain key relationships with stakeholders and keep them informed.

**What you will do**:

- **Carry forward a strategic mindset**:Utilize ongoing strategic measures to evaluate, progress, and improve the global content process. Have the ability to translate strategy into content deliverables
- **Request Intake Quantitative & Qualitative Analysis**:For incoming requests, conduct an analysis on existing support materials to determine the validity of the request, if it needs to be fulfilled, and ensure that repeated knowledge is not being created if not necessary
- **Request Impact Analysis**:Measure impact of request using inflow, CSAT, ASAT, and handle time
- **Evolve our existing support materials constantly**:You will manage content programs to ensure our support content is simple yet comprehensive enough.The right answer will satisfy our customers' needs and is 100% up to date.
- **Customer Centricity**: focuses on creating positive experiences at every stage of the customer journey. Work closely with AX and UX teams to gather feedback from Uber agents and customers in order to make improvements throughout the production process
- **Manage content production to deliver high-quality content efficiently**:You will partner with content writers to create content for customers and UT's customer support representatives in the form of internal blogs, FAQ web pages, and app articles. You will add value by helping to set the right tone and manner for the content

**Build monthly insights**:Develop a monthly cycle for continuous improvement and proactively gather feedback to and from requestors

**Basic Qualifications**:

- Bachelor's Degree in Marketing, Journalism, Communications, or a related field
- Working in a fast-paced or customer support environment would be an advantage
- Previous experience in managing support content or an online forum.
- Relevant project management experience to ensure projects are completed on time
- Advanced/Fluent English skills (B2+ level)

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