Sr. Supervisor - Support Performance & L&D

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but an outstanding individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About the Team

Our mission is to "Ignite Opportunity" by ensuring every interaction in the marketplace is powered by precision and continuous learning. We don't just audit calls; we are the "intelligence layer" for Support.

Our team is dedicated to elevating the customer experience by bridging the gap between operational performance and continuous learning through data-driven training and quality insights.

About the Role

As the Sr. Lead for Quality, Training, and Content, you will lead the end-to-end lifecycle of support excellence-from developing high-impact training content to executing Gemba walks that uncover real-world friction points. Your impact will be pivotal; by synthesizing complex quality data and GEMBA inputs into actionable strategies, you will directly influence decision-making for senior Operations leaders, global clients, and key stakeholders.

Your Impact in the Role

• People Leadership: Manage and mentor a high-performing team of 10-12 direct reports, driving their professional growth and ensuring alignment on training execution and quality audits.
• Insight Generation: Synthesize raw quality data into comprehensive reports and actionable insights, presenting clear performance narratives to Operations leaders and external stakeholders.
• Operational Excellence (GEMBA): Conduct regular GEMBA walks to observe frontline workflows firsthand, identifying process friction and translating those observations into immediate training or quality improvements.
• Content Strategy: Oversee the end-to-end development and maintenance of scalable training content, ensuring all support materials are accurate, agile, and aligned with Uber Freight's evolving business needs.
• Stakeholder Partnership: Act as the primary point of contact for L&D and Quality, collaborating with cross-functional partners to close performance gaps and enhance the overall client experience.

The Experience You'll Bring

• Data Synthesis & Executive Storytelling. The ability to transform complex quality metrics and GEMBA insights into high-impact narratives that drive strategic decision-making for executive leadership and global clients.
• Strategic L&D and Content Architecture. Proven expertise in designing and scaling agile training ecosystems that use adult learning principles to bridge operational knowledge gaps in the freight or logistics industry.
• Continuous Improvement & Lean Methodology. Extensive experience using Root Cause Analysis and GEMBA walks to move beyond static quality reporting and create a proactive engine for operational excellence.
• High-Level Stakeholder Management. A consultant-level ability to partner with Operations leaders and external stakeholders to align quality performance with broader business objectives and client expectations.

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.

Client-provided location(s): Bonifacio Global City, Philippines

Job ID: Uber-152582

Employment Type: FULL_TIME

Posted: 2026-01-06T20:39:54