EMEA Learning and Development Lead, Community Operations
About the Role
At Uber, providing world class support to our partners (riders, drivers, restaurants, and more!) is critical to our success. Building our support teams’ capabilities to consistently deliver elevated levels of service is significant and sophisticated - and incredibly satisfying!
The EMEA Learning and Development Lead will work directly with regional directors, global L&D teams and functional heads across EMEA to define the L&D strategy for each of the EMEA markets. You will first and foremost be a strategist, able to define a vision for L&D and bring the execution excellence vital to deliver that to fruition. You should have a deep functional understanding of L&D, passion for agent and customer excellence, and the analytical skills to base your recommendations on.
This is a high visibility, high impact strategic role. You will be responsible to move our business and customer experience forward by strategizing and delivering solutions for our front-line agents & managers learning and development needs.
What You'll Do
Define the vision, strategy and metrics for your team in alignment with your region’s leadership teams and business needs
Build and lead a team of 30+ L&D professionals and invest in continuous development and upskilling to support career progression and growth and
Work in partnership with global L&D counterparts to align regional L&D strategy with global framework and initiatives
Build strong relationships with stakeholders through thoughtful engagement, managing expectations and regular communications - also guiding your team to do this effectively in their roles
Lead the work to program manage, design, deliver and evaluate scalable learning solutions that deliver on regional business needs. Guide the deployment of learning solutions across a range of media and formats e.g. social/ on-the-job/ digital/ virtual instructor lead
Be a trusted partner and consultant to your regional business stakeholders to understand their requirements, define their L&D strategies and deliver business results
Work closely with functional teams (including WFM, quality, content, program teams, etc) to provide expert L&D subject matter expertise: from learning needs analysis and design through to deployment and evaluation of learning
Apply strong project, change and communications management discipline to advise regional teams on feasibility of delivering their requirements; align on timeframes for execution; manage risks and timelines; and develop high-impact, tailored learning solutions.
Drive continuous improvement through identifying problem areas/ opportunities through closed loop processes for gathering key data and insights
Relevant Bachelor Degree with a validated experience (+10 years) working in L&D (strategy development, program management, content development, design of training processes etc) or consulting with ownership of delivering large scale solutions
Excellent stakeholder management skills with the ability to influence without authority and build long-term relationships
Deep subject matter expertise in Learning and Development, Organizational Development, and Learning Design
Strong project management skills with superior organizational, time management, and prioritization skills
Strong written, verbal, and visual communication skills, and confirmed ability to influence and drive consensus at senior levels
Critical thinking and ability to bring stakeholders across multiple geographies and functions together
Desire for continuous improvement, development and eager to develop and grow your organization
Ability to run analysis to make informed business decisions
Available for business travel (both domestic and international) and availability to work across global timezones
Master’s degree in Learning / Education / Organizational Development or related field
Experience in Customer Service Environment
Experience in content authoring and rapid design tools