EMEA Learning & Development Delivery Manager, Community Operations
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 sophisticated - and incredibly satisfying!
We're looking for an experienced hands-on Delivery Program Manager for our EMEA L&D team - 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 to happen wherever Uber's support agents and specialists are!
Our L&D Delivery Program Manager 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.
What You Will Do
Lead the EMEA L&D Delivery vertical strategy, in alignment with business goals and priorities encompassing learning delivery responsibilities for Centers of Excellence, Greenlights and BPOs.
Ensure Learning & Development initiatives are exceptionally implemented across Uber's network and channels (COE, BPO, and GL) while measuring and reporting insights and key business outcomes.
Lead the Delivery team with a focus on effectively developing L&D capabilities across Uber's network and channels; defining, implementing, and maintaining performance standards, core process, and SLAs.
Advise Uber's network and channels stakeholders on agent/specialists performance improvement approaches, leveraging Global and Regional L&D resources and teams.
Effectively lead the delivery team capacity, enabling training availability and aligned subject matter expertise.
Proven experience, minimum 5 years, in L&D
Minimum of 3 years of leading 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
Subject matter expertise in Learning and Development or Organizational Development
Strong project management skills with superior organizational, time management, and prioritization skills
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.
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 cities around the world.
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.