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Learning Operations Manager

Job Description

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 600 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.

About the Role

You have years of experience leading L&D programs perhaps with some experience within customer support. You understand how to use data to measure and improve training effectiveness, technology to improve efficiency, and operational strategies to deliver learning at scale.

You’ll partner with senior leaders across the business and gather insights from our support interactions in order to define high impact priorities for LatAm learning. You’ll then work with your team and our site leadership team to execute L&D initiatives to improve the knowledge & skills of our team, and ultimately the experience for our customers and partners.

What you will do: 

  • Drive agent learning programs and strategy for agent learning & onboarding across LatAm
    Establish in key performance indicators and be accountable to ensure trainings continuously improve
  • Create a train-the-trainer program for the region, maintain trainer quality across BPOs and internal sites
  • Build repeatable processes and standards to scale learning operations
  • Collaborate with global and regional partners to drive positive learning changes for Community Operations employees and agents; this may require occasional international travel
  • Collaborate with internal Learning Teams within LatAm to ensure scalability and standard of process have the highest quality


Specialist Experience

  • Minimum of 5 years of experience, including extensive experience in project management, delivering trainings, handling people and trainers
  • Excellent training-facilitation skills and extensive knowledge of learning theory
  • Strong and adaptable problem solving skills
  • Prior experience in change management
  • Ability to understand technology and bridge the gap between technology and people
  • An ability to make things happen
  • A flair for writing -- concise, structured and packed with personality
  • Literate in SQL (desired) and Excel or other data management tools

Bonus Points if

  • Bachelor’s Degree in industrial engineering, project management certification, or an MBA



Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.



Job Summary

Sao Paolo
  • Brazil
  • Logistics/Transportation
Job Type
  • Full-time
  • Negotiable
27 March 2019
Applications Deadline
03 May 2019

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