Job Description

About the Role

• Work alongside our Community Operations team, Regional Comm Ops on implementation & delivery of on-the-ground process training and S-Ladder personal development training at the COE and provide L&D support to our BPO partners.
• This role requires strategic thinking and excellence in training delivery and executing detailed learning plans (using effective training methodologies) and an understanding of how to analyze, track and report the effectiveness and quality of the learning experience and its impact to performance.
• CommOps is all about process efficiency, and as a Learning Delivery Specialist, you would be ensuring that these teams of rockstars are able to continuously provide world class support to everyone involved in the Uber experience. This role is about building a solid foundation for our COE and BPO Learning programs, scaling it beyond what is today, and pre-empting what it will need to be.

• Effectively and Efficiently facilitate New Hire Training, Cross Training and Upskilling for Product, Process and Soft Skills and Continuous Learning for existing employees
• Facilitate, Drive, Track and Report Completion of Uber Compliance and Regulatory Training and Product & Process Updates
• Assist with implementation and completion of Uber, Regional and LOB mandatory training at our partner BPOs; and assist with the certification of BPO Trainers for new LOB and modules thru TTT sessions. Facilitate new hire classes at the BPOs when needed.
• Partner with Instructional Designers to conduct Training Needs Analysis for KPI and skills and improvement initiative as well review the accuracy of translated courses.
• Effectively Take Phone Calls or Tickets (w/ above average performance) regularly to maintain Subject Matter and Process Expertise
• Present regular training demos to maintain L&D competency
• Participate in LOB-wide projects to help improve KPI performance
• Create, maintain and Report Training Performance Dashboards accurately and efficiently

Basic Qualifications:

• Experience: 1+ Minimum Years of Experience with Training, Learning and Development (external/internal) or 1+ Minimum Years of Experience as an Uber Community Specialist
• Communication Skills: Using communication skills and situational awareness to clearly deliver information to a variety of audiences. Exceptional spoken and written English comprehension and communication
• Facilitation and Presentation Skills: Using Adult Learning Methodologies and good platform skills he/she can effectively facilitate classroom and virtual training. Has excellent classroom management skills and asks Effective Questions to make participants think and help facilitate group discussion.
• Experiential Training Delivery: Able to use Structured Learning Exercises, apply Gamification and has the capacity to conduct scenario based training to enhance the learning experience and shorten the learning curve.
• Training Evaluation: Able to evaluate the effectiveness of a training program and make recommendations to improve skills, behaviours and performance.
• Training Design: Shows some competency on training design and understands established design methodologies (ADDIE, Bloom's Taxonomy, Kolbs, Kirkpatrick's etc) and how it impacts his/her delivery.
• Coaching: Able to conduct performance coaching for new hires during Nesting to address gaps in performance.
• Basic Performance Analytics: Average MS Excel/Google Sheets competency e.g. Pivot Tables, Pivot Charts, Scatter Plots and able to use Data Visualization & Storytelling when presenting data to stakeholders.
• Office Tools Competency: Good command of office tools such Word, Excel and especially Powerpoint (and its Google Suite equivalents) for use during Training Delivery and Administrative tasks.

What the Candidate Will Do:

• A Trainer who maintains the spark. You’re at ease standing in front of a group and explaining the inner workings of support at Uber
• A Self Starter that stays ahead of trends. You’re ready for the autonomy that comes with building a new process at Uber
• Who can model excellence. You’re able to inspire, energize, excite, empower, and model what you expect your participants to do
• Analytical. You can make sense of complex data sets to find root causes for training/learning issues and can use this data to identify people who may need retraining or remediation
• A Team Player. You’re a natural at collaborating across functions or regions to get the best possible outcome for your training
• Poised. You’re cool and calm under pressure; you follow through on tasks and look for opportunities to step up to new challenges
• Process driven. You have superior organizational skills and look at the best way to iterate on things to make them more efficient
• Naturally curious and a life-long learner. You love learning how things work and you’re always looking for ways to make the learning experience better. You enjoy testing different support strategies and tracking the results
• Motivated. You understand the impact of a highly satisfied and excited crew of users, and you are insistent about nailing and addressing issues