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Learning Performance Manager - Uber EATS

Community Operations
in Sao Paulo, Brazil

About the Role

To support our mission, we're looking for a Learning Performance Manager to work alongside our LatAm Regional EATS Learning Team. This multi-faceted role requires the critical thinking and proficiency to build and establish a learning strategy for our outsourced support network and deliver extraordinary partnership and communication to internal teams and business partners. We are looking for experts with experience in the Learning and Development and with a keen interest in utilizing strategic and quality driven thinking.

This role is about building a strong foundation for learning processes and interaction with our largest network of support.

What You'll Do

  • You'll be tasked with implementing all onboarding programs (within your region) and working with SMEs and content developers to learn and deploy these quickly
  • Work cross functionally with SMEs & content to improve CSR learning experience and knowledge of our internal and external tools and products
  • Advising key stakeholders and LatAm Community Operations business partners on how to create a quality training partnership with outsource support vendors
  • Collaborating closely with our internal business partners to launch and scale business needs
  • Define strategy for certification of outsourced support learning program members (partners) and approach to ensuring support staff is properly supported
  • Create standard process for launch, continuous learning, and learning led quality initiatives
  • Work on data to gather and transform them into business intelligence and effectiveness
  • Be available to travel

What You'll Need

  • Bachelor's Degree in business or human resources, communication or other development program
  • Minimum 3 years of relevant experience in training is expected, but we're open to evaluating candidates with less experience if they meet other requirements
  • Past experience in the BPO industry is required
  • Mandatory fluency in Portuguese/English or Spanish/English
  • Solid writing skills, B2
  • Being a self starter. You're ready for the autonomy that comes with building a new process at Uber
  • Be Organized. Leading the learning experience across multiple BPO partners, each supporting multiple lines-of-business, and for multiple support regions
  • Highly Analytical, make sense of data sets to find root causes and data driven
  • Have an understanding of the foundations of what good learning looks like and are able to find opportunities in classroom settings and report these back in a systematic way to your content partners
  • Quality driven, understanding what it takes to ensure that our onboarding programs are constantly fresh & impactful
  • Facilitate a training, a feedback session, or a focus group, without feeling out of place
  • Working as a teammate
  • Follow through on tasks and look for opportunities to step up to new challenges

Bonus Points If

  • Master Degree
  • Literate in SQL and Excel or another data management tool

About the Team

The most successful consumer technology companies build a culture where everyone is involved in the learning processes, where they are constantly evolving, and finding new methods, and measurements of success. Put our people first is key as it enables a higher potential to deliver moments of truth. Our team is responsible to provide learning experiences with right methods at the right time. We strive to use technology and innovative methods to deliver high quality soft skills and continuous learning programs. We are a team working on giving world-class support to Latin America Support Partners, Greelights and Centers of Excellence.

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.

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