Learning Delivery Specialist - North America
Uber is evolving the way the world moves. By seamlessly connecting riders to drivers through our app, we make cities more accessible, opening up more possibilities for riders and more business for drivers. From our founding in 2009 to our launches in over 450+ cities today, Uber's rapidly expanding global presence continues to bring people and their cities closer. If you want to have a huge impact on your city and the world, this is the place to be!
About the role
Uber is looking for a Learning Delivery Specialist to work alongside our Community Operations Learning team and own the implementation of on-the-ground training and quality programs with our external vendor partners. This multifaceted role requires quick thinking, proficiency in classroom training, and an understanding of how to analyze the quality and effectiveness of the learning experience. The Learning Delivery Specialist should have the ability to facilitate feedback sessions, compile and communicate opportunities and changes to key learning stakeholders, as well as plan and implement large scale training programs through strategic and well-documented project plans. This role requires you to be an owner of your work, operate remotely, and travel 80-90% of the time.
Our Community Support Teams are built upon the foundation that is laid during the learning and onboarding time, as a Learning Delivery 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 through a world class onboarding experience. This role is about building a solid foundation for our onboarding programs and checking in on the quality of these (in-person) to ensure that we are constantly moving towards our goals.
What you'll do:
Build relationships with external vendor partners in the region to collaborate on training priorities, training quality, train-the-trainer certification, and delivery of training programs
Develop and implement meaningful ways to measure effective in training and identify areas for improvement in training programs
Work with internal and external stakeholders to ensure learning needs and requirements are consistently met
Provide support and guidance to training and quality teams across our external vendor partners in the region
Implement all onboarding programs (within your region),working with SMEs and content developers to learn and deploy changes quickly. Be prepared to:
Work cross functionally with SMEs & content to improve CSR learning experience and knowledge of our internal and external tools and products
Build an efficient and scalable learning program that facilitates the evolution of our support system and customers (both internal and external)
Be a passionate advocate for your global Community Operations org by owning the onboarding programs and their successful implementation
Be available to travel up to 90% of your time (regionally and internationally)
Here are the kinds of skills we're looking for:
A self starter. You're ready for the autonomy that comes with building a new process at Uber.
Organized. Managing the learning experience across multiple external vendor partners, each supporting multiple lines-of-business, and for multiple support regions is a big challenge.
Analytical. You can make sense of data to find root causes and identify people who may need retraining or remediation.
Vigilant. Have an understanding of the foundations of what good learning looks like and identify opportunities to improve the learning experience based on your observations.
Quality driven. You understand what it takes to ensure that our onboarding programs are constantly fresh & impactful
A leader. You can facilitate a training, a feedback session, or a focus group, without feeling out of place.
A team player. You aren't scared to collaborate across function or region to get the best possible outcome for your training.
Poised. Cool and calm under pressure, you follow through on tasks and look for opportunities to step up to new challenges.
Process driven. You have superior organizational skills, and constantly look to iterate on things to make them more efficient.
Motivated. You understand the impact of a highly satisfied, excited crew of users; you are slightly obsessive-compulsive about grinding away at issues.
Must have have a Bachelor's degree with 3-5 years of relevant experience (training or quality)
Strong communication and presentation skills with proven history of success working with high level leadership
Strong desire to create, share, and drive best practices regionally and globally
Willingness to travel extensively
Literate in SQL and Excel or another data management tool preferred, but not required
Previous experience with customer support or experience with support ticketing platforms is a nice bonus, but not required
Employees are given Uber credits every month.
The rare opportunity to change the world such that everyone around you is using the product you built. We're not just another social web app, we're moving real people and assets and reinventing transportation and logistics globally.
Sharp, motivated co-workers in a fun office environment.
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