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Role Overview

This position involves collaborating closely with Community Operations, Regional Comm Ops, and Vendor Management teams to implement strategic and practical Learning & Development (L&D) initiatives across BPO operations. The incumbent will provide vital support, enforce governance, and oversee performance management for BPO L&D partners. The role demands strategic insight, strong problem-solving abilities, process orientation, project management skills, stakeholder coordination, and expertise in measuring and reporting the impact of BPO training programs on business performance.

Core Responsibilities

Lead BPO L&D sync meetings to update partners on Uber priorities and future programs, gather feedback, and plan support frameworks.
Ensure adherence to Uber's L&D processes including ILC, Sandbox, 0-30 Insights Tracker among others, while maintaining current BPO L&D resources.
Manage training deployments by coordinating with internal and external teams such as Vendor Management, WFM, QA, and BPOs, overseeing trainer training (TTTs), material readiness, and completion tracking using tools like Jira and sprint trackers.
Project manage multiple launches, including process, product, line-of-business, migrations, and new site setups, ensuring comprehensive trainer readiness and post-launch performance monitoring for the first 30 days.
Facilitate Learning Content Management sessions with BPO teams, recommending curriculum design improvements to support revamps.
Drive performance management by monitoring training outcomes and nesting periods, lead root cause analysis and training needs assessments, and formulate performance improvement plans.
Supervise BPO Training Academy initiatives that support new trainer onboarding, conduct certification processes, implement facilitator observations, and utilize learner experience survey data to enhance training quality.

Required Qualifications

Comfortable presenting and explaining support operations to groups.
Self-motivated and proactive in developing new processes autonomously.
Ability to inspire and energize others, modeling desired behaviors.
Strong analytical skills to interpret complex data and identify retraining needs.
Team-oriented with proven collaboration skills across departments and regions.
Calm under pressure, diligent in task follow-up, and eager to take on new challenges.
Exceptional organizational skills focused on process improvements and efficiency.
Strong drive for continuous learning and curiosity about operational improvements.
Committed to delivering excellent user satisfaction and resolving challenges promptly.
Proficient problem solver with a continuous improvement mindset.
Passionate about training, curriculum design, and facilitation with demonstrated expertise.
Positive influencer with excellent interpersonal skills and a commitment to hard work.
In-depth knowledge of service support functions, acting as a subject matter expert.

Preferred Experience and Skills

At least three years of Learning and Development experience, with preference for BPO backgrounds.
Exceptional communication skills with the ability to tailor messages for diverse audiences in spoken and written English.
Recognized expertise in L&D strategies to offer informed recommendations for performance advancement.
Strong project management capabilities.
Demonstrated problem-solving and decision-making aptitude.
Leadership qualities with stakeholder management experience.
Proficient in analyzing data and generating actionable insights for continuous development.
Advanced proficiency with office software including Word, Excel, PowerPoint, and Google Suite equivalents.

Additional Information

The role supports Uber’s commitment to equal opportunity, welcoming applicants regardless of protected characteristics and providing accommodations as needed. Although this is a remote position, employees are generally expected to spend at least half their time in the office unless fully remote work is approved. Compensation may include bonuses, equity, and other benefits, underscoring a culture of challenge, impact, and collaboration.

Learning Specialist - BPO