**#Greatmindsdontthinkalike:** At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts. ## **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 Community Operations organization at Uber is responsible for delivering world-class customer support to riders, drivers, eaters, and couriers.  The Learning Team in our Community Operations organization provides strategic learning and development opportunities to build the knowledge and skills necessary to empower a customer obsessed organization. We develop training materials and curricula, analyze training impact, offer professional development opportunities, and deliver and deploy instructor led and self led trainings across the customer support network. The Sr. BPO Learning Operations Specialist will 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. ## **Your Impact in Role:** - **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 - **Project Management** - **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 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 initiatives to improve learner experience. **Basic Qualifications:** **Required Hard Skills and Experience:** - Experience in learning & development - Strong communication, time management, teamwork,  collaboration, and prioritization skills - Some business or creative writing experience - Relevant training certifications - Stakeholder management and project management **Required Soft Skills:** - Time-management, teamwork/collaboration, prioritization **Preferred Qualifications:** - Experience in a BPO setting - Experience in data management, data automation - Proficiency in Google Scripting 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. 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](mailto:accommodations@uber.com).