About the Role
Work alongside our Community Operations team, Regional Comm Ops and Vendor Management on implementation of strategic and on-the-ground BPO L&D initiatives and provide L&D support, governance and performance management to our BPO L&D partners.
This role requires strategic thinking and excellence in problem solving, process orientation, project management, stakeholder management, and an understanding of how to analyze, track and report the quality & efficacy of our BPO training programs and its impact to performance.
CommOps is all about process efficiency, and as a BPO Learning Operations 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 BPO Learning programs, scaling it beyond what is today, and pre-empting what it will need to be.
What the Candidate Will Do
BPO Governance & Communication: Actively lead in BPO L&D syncs is essential for keeping BPOs informed of Uber priorities and upcoming programs, while also gathering insights on challenges and requests to effectively plan and support them. Oversee adherence to Uber L&D ways of working, ensuring compliance to L&D processes (e.g. ILC process, Sandbox, Weaver, 0-30 Insights Tracker, FG Error Reporting, FTC, Mass Enrollment, Deployment Trackers, STEP, TTP, LAT etc), and maintaining up-to-date BPO L&D resources.
Manage Training Deployment: Oversee and/or coordinate of training deployments working with internal & external teams (e.g. Vendor Management, WFM, QA, BPO teams etc.) ensuring deployment readiness by coordinating of TTTs, readiness of training materials (ILC/OLC), availability of trainer resources (ILC), and monitoring/reporting of completion via regional Deployment Trackers, while efficiently tracking and managing tasks through tools like Jira and Sprint Trackers
BPO Launches: Project manage and/or participate launches (e.g. process, product, LOB launches, migrations, site launches etc) ensuring trainer readiness, coordinating of TTT sessions, readiness of training materials (ILC/OLC), trainer resources, and monitoring/reporting of performance 30 days after go live.
Learning Content Management (LCM): Kick-off LCM sessions w/ BPO teams by working with BPOs to review materials/curriculum, provide insights and feedback/recommendations to support design team's curriculum revamp/revision efforts."
Performance Management & Reporting: Responsible for driving, monitoring and reporting training, nesting, and 0-30 day performance, facilitating (? need a better term) RCA and TNA sessions with BPO L&D teams and drive performance improvement initiatives. Publish and report on 0-30 BPO performance during stakeholder performance reviews providing insights on highlights, lowlights, and actionable items
BPO Trainer Efficacy: Supervise BPO Training Academy efforts, supporting new trainers and coordinating/conducting certifications and recertifications to uphold Uber training standards. Hold periodic BPO facilitator observations for BPO trainings and review LES results to understand BPO facilitator opportunities, and design initiaitives to improve learner experience.
Basic Qualifications
A person 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
Problem Solver: Best to add problem solver, and orientation towards continuous improvement
Skill and passion: Passionate about training, with skills and understanding of curriculum and learning program development and facilitation
Positive influencer: A strong advocate of positivity and hard work, strong influencer, a strong people person
Thorough and proven knowledge of service support: Have a strong hold and be a SME on service-specific support
Preferred Qualifications
Experience: 3+ Minimum Years of Experience with Learning and Development (external/internal). BPO experience is preferred
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
L&D Thought Leadership: Possess depth of knowledge and experience in Learning and Development using this expertise to recommend strategic and operational solutions to drive performance.
Project Management
Problem Solving and Decision Making
Leadership
Performance Management
Stakeholder Management
Analytics & Insights Generation: Adept in collating, summarising, and analysing performance data and insights, making inferences and recommendations to drive performance and process improvement.
Office Tools Competency: Good command of office tools such as Word, Excel and especially PowerPoint (and its Google Suite equivalents) for use during Training Delivery and Administrative tasks.
Success Attributes
Business Acumen
Customer Centricity
Executional Excellence
Functional Expertise
Problem-Solving
Stakeholder Management
Functional Expertise
Problem-Solving
Ready to Ride?
This isn't the kind of place where you follow a playbook — it's where you help write one. If you're driven by impact, energized by challenge, and ready to shape how the world moves — we'd love to hear from you.
You may be eligible for bonuses, equity, and other compensation, as well as a range of benefits. Explore our benefits.
Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence. Ask your Recruiter for details about this role's requirements.
Uber is proud to be an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing this form.
Skills Required
- Ability to present and explain support processes to groups
- Self-starter able to build and implement new processes autonomously
- Ability to model excellence and motivate training participants
- Analytical skills, including root-cause analysis and identifying retraining needs
- Strong collaboration and teamwork skills across functions and regions
- Ability to remain composed under pressure and follow through on tasks
- Superior organizational and process-improvement skills
- Passion for training, curriculum development, learning program development, and facilitation
- Strong interpersonal influence and communication skills
- Proven knowledge of service support and ability to serve as a subject matter expert
- At least 3 years of learning and development experience
- BPO experience
- Exceptional spoken and written English communication skills
- Depth of learning and development knowledge for strategic and operational recommendations
- Project management skills
- Problem-solving and decision-making skills
- Leadership skills
- Performance management skills
- Stakeholder management skills
- Ability to analyze performance data and generate actionable insights
- Proficiency with Word, Excel, PowerPoint, and Google Workspace equivalents
Uber Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Uber and has not been reviewed or approved by Uber.
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Parental & Family Support — Policies provide a minimum of fully paid parental leave for all parents and financial support for fertility, adoption, and surrogacy, with added credits to ease the transition. Programs extend to family medical leave and parenting support resources, indicating depth beyond baseline offerings.
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Healthcare Strength — Healthcare coverage is described as comprehensive across many countries, with medical, dental, vision, life, disability, and mental health benefits, plus allowances where direct plans are not available. Wellness programs and reimbursements further reinforce access to care.
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Wellbeing & Lifestyle Benefits — Monthly ride and meal credits, free office meals/snacks, fitness stipends, onsite gyms, and wellbeing reimbursements create meaningful everyday value. Home‑office stipends, travel medical coverage, and counseling support round out lifestyle-oriented perks.
Uber Insights
What We Do
We are Uber. The go-getters. The kind of people who are relentless about our mission to help people go anywhere and get anything. Movement is what we do. It’s our lifeblood. It runs through our veins. It’s what gets us out of bed each morning. It pushes us to constantly reimagine how we can move better. For you. For all the places you want to go. For all the things you want to get. For all the ways you want to earn. Across the entire world. In real-time. At the incredible speed of now.
Why Work With Us
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.
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