About the Role

Work alongside our Community Operations team, Regional CommOps, and Vendor Management to implement both strategic and operational BPO Learning & Development (L&D) initiatives. In this role, you will provide L&D support, governance, and performance oversight to our BPO partners, ensuring high-quality and scalable training delivery. This role requires strong strategic thinking, problem solving, process orientation, project management, and stakeholder management skills. You will also bring the ability to analyze, track, and report on the effectiveness of training programs and their impact on performance. Community Operations is focused on efficiency and continuous improvement. As a BPO Learning Operations Specialist, you will play a key role in enabling our global support teams to consistently deliver high-quality experiences across the Uber ecosystem. This role is about building strong foundations for our BPO learning programs, scaling them effectively, and anticipating future needs as we grow.

What You Will Do

• BPO Governance & Communication: Lead regular BPO L&D syncs to ensure alignment on priorities, upcoming initiatives, and business needs. Gather insights on challenges and opportunities to inform planning and support. Ensure adherence to Uber L&D ways of working, processes, and tools, and maintain up-to-date documentation and resources for BPO partners.
• Manage Training Deployment: Oversee and coordinate training deployments in collaboration with internal and external stakeholders (e.g., Vendor Management, Workforce Management, Quality, and BPO teams). Ensure deployment readiness by coordinating train-the-trainer sessions, validating training materials, confirming trainer availability, and tracking completion and performance through relevant tools and trackers.
• Project Management: Plan and manage L&D-related projects end-to-end, ensuring timely delivery, clear stakeholder communication, and alignment with business goals.
• BPO Launches: Project manage or support key launches (e.g., new processes, products, lines of business, migrations, or new sites). Ensure training readiness through effective coordination of trainer enablement, materials preparation, and deployment. Monitor and report on performance during the first 30 days post-launch, identifying opportunities for improvement.
• Learning Content Management (LCM): Partner with BPO teams to review training materials and curricula. Provide insights and recommendations to improve content quality and effectiveness, supporting continuous improvement and alignment with operational needs.
• Performance Management & Reporting: Monitor and report on training, nesting, and early-stage (0–30 day) performance. Facilitate root cause analysis (RCA) and training needs analysis (TNA) sessions with BPO L&D teams, and drive targeted performance improvement initiatives. Share clear, data-driven insights with stakeholders, including key highlights, gaps, and recommended actions.
• BPO Trainer Efficacy: Support the development and certification of BPO trainers, ensuring alignment with Uber training standards. Conduct facilitator observations, review learner feedback, and identify opportunities to enhance training delivery and overall learner experience.

Basic Qualifications

• 3+ years of experience in Learning & Development
• Experience working with BPO environments is preferred
• Strong communication skills, with the ability to effectively engage and influence a variety of audiences
• Proven expertise in Learning & Development, with the ability to translate insights into strategic and operational improvements
• Solid project management skills, with the ability to manage multiple priorities simultaneously
• Strong problem-solving and decision-making capabilities
• Experience in performance management and stakeholder management
• Analytical mindset, with the ability to interpret data, generate insights, and drive performance improvements
• Proficiency in tools such as Excel/Google Sheets and PowerPoint/Google Slides

Profile Requirements

• Confident communicator: Comfortable facilitating sessions and explaining complex concepts to diverse audiences
• Self-starter: Proactive and able to operate with autonomy in a fast-paced environment
• Role model for excellence: Able to inspire, motivate, and influence others to deliver high-quality outcomes
• Analytical thinker: Skilled at interpreting data to identify root causes and recommend effective solutions
• Collaborative team player: Works effectively across teams, functions, and regions
• Composed under pressure: Maintains focus and delivers results in dynamic environments
• Process-driven: Highly organized, with a continuous improvement mindset
• Curious and growth-oriented: Passionate about learning and continuously improving the learning experience
• Results-driven: Motivated to enhance performance and drive meaningful impact
• Problem solver: Focused on identifying solutions and improving processes
• Passionate about learning: Strong interest in training, facilitation, and program development
• Positive influencer: Builds strong relationships and contributes to a constructive team environment
• Operationally knowledgeable: Solid understanding of customer support operations and service excellence

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.