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Learning Design and Development Lead

Community Operations
Sao Paulo, Brazil |
Mexico City, Mexico

About the Role

At Uber, providing world class support to our partners (riders, drivers, restaurants, and more!) is critical to our success. Building our support teams' capabilities to consistently deliver elevated levels of service is challenging and complex - and incredibly satisfying!

We're looking for a leader for the LATAM Learning Design & Development team, who will strategically partner with key stakeholders, including leadership and global counterparts to define, drive and deliver a regional learning strategy. This role is grounded in the ability to build a vision, and execute consistently on a strategic roadmap that is aligned to the overall business needs of the region. With a passion for world-class learning experiences and continuous improvement, a strong leader in this role will drive their team to create solutions that are scalable and impactful for their business and people.

This role will continuously shift between strategic and tactical application - it will take the ability to adapt to our constantly changing business, help solve problems and find creative solutions.

What You'll Do

  • Define the vision, strategy and key metrics (KPIs, SLAs) for your team in alignment with your region's leadership teams and business needs
  • Build and manage a team of 10+ L&D professionals and invest in continuous development and upskilling to support career progression and growth
  • Work closely with global L&D counterparts to align regional L&D strategy with global framework and initiatives
  • Build strong relationships with stakeholders through thoughtful engagement, managing expectations and regular communications - also guiding your team to do this effectively in their roles
  • Lead the work to design and build effective, engaging and scalable learning solutions that deliver on regional business needs. Guide the development of innovative learner experiences across a range of media and learning formats e.g. social/ on-the-job/ digital/ virtual instructor lead
  • Be a trusted partner and consultant to your regional business stakeholders to understand their requirements and define their L&D strategies
  • Work closely with functional teams (including training delivery, quality, content, program teams, etc) to provide expert L&D subject matter expertise on all aspects of the L&D Operating Model: from learning needs analysis and design through to deployment and evaluation of learning
  • Apply strong project, change and communications management discipline to advise regional teams on feasibility of delivering their requirements; align on timeframes for execution; manage risks and timelines; and develop high-impact, tailored learning solutions.
  • Drive continuous improvement through identifying problem areas/ opportunities through closed loop processes for gathering key data and insights

What You'll Need

  • Relevant Bachelor Degree with a minimum of 8 years of experience driving, leading or building customer support learning experiences and using innovative learning technology approaches in customer service companies
  • Experience managing cross-functional Mega Regional projects and stakeholders from different cultures and locations around the world
  • Deep subject matter expertise in Learning or Organizational Development, and Learning Design
  • Strong project management skills with superior organizational, time management, and prioritization skills
  • Strong written, verbal, and visual communication skills, and proven ability to influence and drive consensus at senior levels
* Strategic thinking and ability to bring stakeholders across multiple geographies and functions together
* Desire for continuous improvement, development and eager to develop and grow your organization 
* Ability to leverage data, and analytical skills to make informed business decisions
  • Available for business travel (both domestic and international) and ability to work across global timezones

Bonus Points

  • Masters degree
  • Experience in content authoring and rapid design tools (Screenflow, Camptasia, Articulate Storyline, and/ or Adobe Captivate)
  • Experience in UX and visual/graphic design

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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.