About the Role

1. Work alongside our Community Operations team, Regional Comm Ops on implementation & delivery of on-the-ground process training and S-Ladder personal development training at the COE and provide L&D support to our BPO partners.
2. This role requires strategic thinking and excellence in training delivery and executing detailed learning plans (using effective training methodologies) and an understanding of how to analyze, track and report the effectiveness and quality of the learning experience and its impact to performance.
3. Comm Ops is all about process efficiency, and as a Learning Specialist, you would be ensuring that these teams of rockstars are able to continuously provide world class support to everyone involved in the Uber experience. This role is about building a solid foundation for our COE and BPO Learning programs, scaling it beyond what is today, and pre-empting what it will need to be.

What the Candidate Will Need

1. Effectively and Efficiently facilitate New Hire Training, Cross Training and Upskilling for Product, Process and Soft Skills and Continuous Learning for existing employees
2. Facilitate, Drive, Track and Report Completion of Uber Compliance and Regulatory Training and Product & Process Updates
3. Assist with implementation and completion of Uber, Regional and LOB mandatory training at our partner BPOs; and assist with the certification of BPO Trainers for new LOB and modules thru TTT sessions. Facilitate new hire classes at the BPOs when needed.
4. Partner with Instructional Designers to conduct Training Needs Analysis for KPI and skills and improvement initiatives.
5. Partner with People Development to facilitate S-Ladder Employee Development modules
6. Effectively Take Phone Calls or Tickets (w/ above average performance) regularly to maintain Subject Matter and Process Expertise
7. Present regular training demos to maintain L&D competency
8. Participate in LOB-wide projects to help improve KPI performance
9. Create, maintain and Report Training Performance Dashboards accurately and efficiently
10. Partners closely with Ops managers/ Leads and other subject matter experts on an ongoing basis to review and analyze requirements for accurate and compliant deliverables.
11. Communicates curriculum or program effectiveness back to leadership and/or Instructional design team
12. Acting mentor to all learning specialist
13. Perform other related duties as required and assigned

---- Basic Qualifications ----

Who You Are

1. A Trainer who maintains the spark. You're at ease standing in front of a group and explaining the inner workings of support at Uber
2. A Self Starter that stays ahead of trends. You're ready for the autonomy that comes with building a new process at Uber
3. Who can model excellence. You're able to inspire, energize, excite, empower, and model what you expect your participants to do
4. Analytical. You can make sense of complex data sets to find root causes for training/learning issues and can use this data to identify people who may need retraining or remediation
5. A Team Player. You're a natural at collaborating across functions or regions to get the best possible outcome for your training
6. Poised. You're cool and calm under pressure; you follow through on tasks and look for opportunities to step up to new challenges
7. Process driven. You have superior organizational skills and look at the best way to iterate on things to make them more efficient
8. Naturally curious and a life-long learner. You love learning how things work and you're always looking for ways to make the learning experience better. You enjoy testing different support strategies and tracking the results
9. Motivated. You understand the impact of a highly satisfied and excited crew of users, and you are insistent about nailing and addressing issues
10. Problem Solver: Best to add problem solver, and orientation towards continuous improvement
11. Skill and passion: Passionate about training, with skills and understanding of curriculum and learning program development and facilitation
12. Positive influencer: A strong advocate of positivity and hard work, strong influencer, a strong people person
13. Thorough and proven knowledge of service support: Have a strong hold and be a SME on service-specific support

---- Preferred Qualifications ----

1. Capable to quantify and measure the business ROI/ success matrix based on all kinds of learning initiatives
2. Capable of using AI practically from design, execution and scale up.

Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it forward, together.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.