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About the Team
Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it’s an organisation that touches every part of Uber!
About the Role
The Learning Delivery Specialist IV (LDS IV) is the "Standard Bearer" for L&D excellence across the region. Operating as a high-level Individual Contributor, you will balance global strategy with local execution—owning the governance of training programs, leading cross-regional LOB launches, and driving tactical Learning Operations.
While you do not have direct reports, you will act as a functional leader: modeling excellence, mentoring regional training specialists, partnering with regional stakeholders, and ensuring that our support teams have a rock-solid foundation to deliver world-class customer experiences.
Your Impact in Role:
Governance, Quality Assurance & LOB Launches
- Global Execution: Lead and execute high-stakes COE launches, transitions, and training deployments globally and regionally.
- STEP Governance: Own the methodology for 0–30 day interventions; audit the quality and impact of STEP initiatives across the region.
Strategic Partnership & Curriculum Ownership
- Instructional Design Sync: Partner closely with the L&D Design Team to develop, maintain, and optimize new and existing learning programs.
- Stakeholder Management: Lead Line of Business (LOB) syncs at the executive leadership level. Build and maintain strong relationships with Operations, program, and regional stakeholders to provide data-driven insights.
- Process Optimization: Drive "Global ways of working," process implementation, and change management tool optimization across functions.
Functional Talent Development & Coaching
- Onboarding Owner: Own and execute the New LDS Onboarding program to integrate incoming L&D talent successfully.
- Mentorship: Act as a functional mentor to regional Learning Operations Specialists, coaching them on advanced training implementation, facilitation excellence, and Core Manager Qualities.
- Team Engagement: Maintain high team engagement and morale across the virtual/regional L&D footprint
- Business Intelligence & Project Management
- Data-Driven Insights: Build business intelligence around Training KPIs. Track and analyze the impact of the learning experience on agent performance, nesting, 0–30 day KPI performance, and attrition.
- Root Cause Analysis: Synthesize complex data sets to identify root causes for learning gaps and recommend targeted retraining or remediation.
- Project Leadership: Support, sponsor, and manage proposed L&D initiatives, experiments, and global projects to drive process efficiency.
The Experience You'll Bring:
- Experience: 3+ years of dedicated L&D experience, with a proven track record of managing cross-regional or global projects.
- Operations Savvy: 3+ years of experience within operational management, general management, or high-volume support environments (BPO/COE context preferred).
- Facilitation: Expert-level virtual and in-person facilitation skills (VILT/ILT).
- Tools: Advanced proficiency in Google Suite, LMS Management, and JIRA/Project Management tools.
Preferred Qualifications:
- Education: Master’s degree in L&D, Organizational Development, or a related field.
- Launch Experience: Direct experience managing OU/LOB launch readiness and large-scale training deployments.
- Influence: Advanced stakeholder management and data synthesis skills—the ability to turn complex training metrics into actionable executive insights.
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.