[Last date to apply for the role - 2nd May 2025]
About the Role
At Uber, providing world-class support to our consumers and earners is critical to our success. Building the capability of our support teams to consistently deliver elevated levels of service is challenging and complex - and incredibly satisfying!
We're looking for a seasoned leader with a proven track record of driving impact to join our Global Learning and Development (L&D) team, supporting the EMEA region. In this role, you'll lead a team of Leads who manage our Delivery Specialists-the people who bring learning to life across Uber's wide range of support channels (internal and external). We're looking for someone who can hit the ground running, offer strategic direction, and energise the team to deliver learning experiences that not only engage but also drive real performance outcomes.
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With thousands of support agents counting on L&D to provide them with the knowledge and tools they need to support our customers, it's critical that our learning tools, content, and delivery channels are not just effective-but also efficient and closely aligned with the needs of the business.
Uber is an incredibly agile and fast-evolving company, which means the focus of this role will naturally shift over time to support emerging business priorities. We're looking for someone who's not just comfortable with change-but thrives in it. Someone who can step into ambiguity, tackle challenges head-on, and help design solutions where none currently exist.
What You'll Do
- Own the EMEA L&D Delivery Strategy:
- Develop and execute the EMEA Learning & Development delivery strategy in alignment with Uber's business goals and priorities.
- Oversee learning delivery responsibilities across Centers of Excellence (COEs) and Business Process Outsourcing (BPO) partners
- Stakeholder Engagement:
- Act as a strategic partner to senior leadership in Field Operations, whilst collaborating with cross-functional teams to align on priorities and drive seamless execution. Build strong, trust-based relationships across Uber's matrixed organization-including Design, Programs, BPO Operations, and Quality. Leverage industry insights and proven frameworks to influence decision-making and ensure L&D initiatives are tightly connected to business goals.
- Learning Implementation Excellence:
- Drive seamless implementation of L&D initiatives across Uber's network, with a strong focus on driving measurable improvements in agent performance. Monitor pre- and post-training metrics to assess impact, uncover key insights, and report on outcomes that support business goals. Hold teams accountable for execution quality, making sure learning programs consistently support operational excellence and meet agreed-upon standards.
- Continuous Improvement:
- Champion a culture of continuous learning by identifying capability gaps and performance trends across the business.
- Use strong consulting skills to diagnose root causes and recommend targeted, actionable strategies. Collaborate closely with Quality and Insights teams to translate data into meaningful improvements, and work with channel stakeholders to embed learning into day-to-day operations.
- Leverage global and regional L&D resources to ensure learning solutions evolve in step with business needs and performance expectations.
- Team Leadership and Development:
- Lead, mentor, and grow a high-performing L&D delivery team
- Foster a collaborative and innovative culture between Uber and BPO L&D teams to drive thought leadership and best practices
- Manage team capacity effectively by streamlining workflows, driving efficiencies, and ensuring consistent training availability across the delivery team. Align resources with subject matter expertise to optimize delivery and maintain high standards of learning execution.
- Project Management and Innovation:
- Apply disciplined project management skills to deliver tailored, high-impact learning solutions with clear communication and change management strategies.
- Champion experimentation and innovation in learning delivery, continuously raising the bar on industry best practices and introducing cutting-edge learning experiences.
- L&D Subject Matter Expertise:
- Serve as the subject matter expert on Uber's L&D operating model, covering the end-to-end spectrum of L&D activities, from needs analysis and design to delivery and evaluation..
Basic Qualifications
- Proven experience in Learning and Development, with a strong understanding of end-to-end training delivery, stakeholder engagement, and performance-driven learning strategies.
- Previous experience in people management, with a track record of leading high-performing, geographically dispersed teams.
- Demonstrated success in delivering large-scale learning programs and initiatives across multiple functions and geographies, driving measurable business impact..
- Strong understanding of learning metrics and evaluation methodologies, with experience using data to inform decisions, optimize learning strategies, and demonstrate impact.
- Strong written, verbal, and visual communication skills, with a proven ability to influence and build consensus at senior leadership levels.
- Familiarity with the use of generative AI tools and their application in enhancing learning design, delivery, and efficiency.
Preferred Qualifications
- Academic background in Learning and Development, Education, Organisational Psychology, Human Resources, or a related field.
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.
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.