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About the Role!
At Uber, providing world-class support to our partners (riders, drivers and restaurants) 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 an experienced hands-on Delivery Lead for our Global L&D team, responsible for learning delivery in the APAC region - a true all-rounder - who will lead the team responsible for implementing Learning & Development initiatives across Uber's multiple support channels. This team makes the magic of learning happen wherever Uber's support agents and experts are!
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Our L&D Delivery Lead is accountable for strategically developing the L&D capabilities and effectiveness on the field, by actioning business and quality insights, following industry and Uber's best practices, and effectively partnering with Uber's network and channel leaders, and external vendors' teams.
With thousands of support agents relying on L&D to equip them with the knowledge and know-how to help our customers, it's imperative that our L&D tools, content and deployment channels are efficient, effective, and in-sync with business operations.
The focus of this role will continuously shift to support emerging business priorities and help solve problems where no solution currently exists.
Your Impact in Role!
Own the APAC L&D Delivery Strategy:
- Develop and execute the APAC 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 and Management:
- Build and leverage industry-standard tools and frameworks to identify, engage, and effectively manage stakeholders across Uber's network and channels.
- Partner with field/channel leadership, vendor managers, BPOs, quality, and program teams to define and maintain strategic engagement models.
Learning Implementation Excellence:
- Ensure seamless implementation of L&D initiatives across Uber's network, while measuring and reporting key insights and business outcomes.
- Drive accountability for delivering high-quality training programs that meet performance standards and service-level agreements (SLAs).
Continuous Improvement:
- Diagnose capability gaps within the business using strong consulting skills and recommend targeted improvement strategies.
- Advise network and channel stakeholders on performance improvement solutions, leveraging global and regional L&D resources.
- Partner with Quality and insights generation to execute on continuous learning.
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 capacity and generate team efficiencies within the learning delivery vertical.
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.
- Enable consistent training availability and alignment with subject matter expertise across the delivery team.
Basic Qualifications!
- Bachelor's Degree.
- Minimum of 10 years experience in L&D, managing large global delivery teams.
- Minimum of 5+ years of managing people.
- Successful track record of delivering large-scale learning programs and initiatives across multiple functions and geographies.
- Understanding and experience in using metrics and learning evaluation to drive key decisions and processes.
Preferred Qualifications!
- Subject matter expertise in Learning and Development in a global organization.
- Customer support experience.
- Strong project management skills with superior organizational, time management, and prioritization skills.
- Ability to analyze data and generate insights.
- Strong written, verbal, and visual communication skills, and proven ability to influence and drive consensus at senior levels.
- Experience in using standard learning experience tools and platforms.
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.