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Senior Training Manager LATAM

Community Operations
in San José, Costa Rica

About the Role

To support our mission, we're looking for a Learning Program Manager to work alongside our Regional Community Operations Learning Team and LatAm COEs Leadership to own and strategically drive our Special programs in Brazil, Costa Rica and Colombia learning initiatives. This multifaceted role requires quick thinking and proficiency in building, and executing, on detailed learning plans. It also demands an overall knack for interaction, and Learning quality analysis. We are looking for leaders who are ready to take on a challenge and create a operationally sound and impactful learning organization.

Our Centers of Excellence are all about process efficiency and quality support for our partners, and as the COE Learning Program Manager, your team will ensure that these groups have the knowledge and skills to provide a world class customer support experience. This role is about maintaining a solid learning program, scaling it beyond what is today, and pre-empting what it will need to be tomorrow in order to achieve optimal impact and experience.

What you will do:

  • Advising key stakeholders and LatAm Community Operations business partners on how to create a quality training partnership, pilots and incubations strategies
  • Collaborating closely with our internal business partners to launch and scale business needs
  • Define strategy for a standardization of COEs learning programs, and approach to ensuring support staff is properly supported
  • Create standard process for launch, continuous learning, and learning led quality initiatives
  • Manage and develop team of 3+ Learning Managers dedicated to our COE support network
  • Report to internal and external business stakeholders on key data and progress
  • Own the training effectiveness of Learning Programs at COEs, performance and metrics
  • Create a strong foundation for current structure, and work to scale teams into what we need long term
  • Work closely with key stakeholders and LatAm leadership on learning needs & program health

What you will need:

  • 5+ of project management, team management, and/or learning program management
  • Bach Degree
  • Full Spanish and English proficiency
  • Experience Managing Managers
  • Strong understanding of learning principles and theories
  • Communication. Ease in presenting and working with key stakeholders and leadership. Able to provide clear and strong communication
  • Be able to tell a story with data-driven mentality
  • Strategic thinker. Overcoming complex operational and organizational problems are easy for you and you take them in stride. You can think at the 40,000 foot level but also work on-the-ground to support your team.
  • Superbly Organized. This role will require someone to manage a large-scale learning program, while also managing many asks from leadership. With goals of making operationally sound teams, this will take much dedication to organization.
  • Excellent training-facilitation skills and extensive knowledge of Adult learning theories

Bonus Points if

  • Remote management experience
  • Formal knowledge of instructional design and curriculum management

  • Customer Service industry experience

  • Experience with business incubation and start-ups
  • Portuguese proficiency.

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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.