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Sr. Learning Specialist (Manila COE ANZ+NA)

Community Operations
in Manila, Philippines

About the Role

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Work alongside our Community Operations team, Regional Comm Ops and own the implementation of on-the-ground training and employee development programs at the COE and BPO for ALL ANZ+NA LOBs.

This multifaceted role requires strategic thinking and excellence in learning design & development, building, tailor-fitting (to the needs of participants) and executing detailed learning plans (using effective training methodologies) and an understanding of how to analyze, track and report the effectiveness and quality of the learning experience and its impact to performance.

CommOps is all about process efficiency, and as a Sr. Learning 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 COE and BPO (ANZ+NA) Learning programs, scaling it beyond what is today, and pre-empting what it will need to be tomorrow.

What You'll Do

  • Effectively and Efficiently facilitate New Hire and/or Incumbent Employee Language, Foundation, Customer Handling, Product & Process Training & Nesting for ALL LOBs in the ANZ+NA Region.
  • Facilitate, Drive, Track and Report Completion of Uber Compliance and Regulatory Training, Product & Process Updates, and Upskilling Modules.
  • Lead and/or Assist Training Needs Analysis for ANZ+NA LOBs to improve skills and competencies and improve KPI Performance by partnering w/ Instructional Designers, QA, Operations and other Cross Functional departments, and be able to effectively track, report and present performance (and financial) impact of training to Internal and External Stakeholders e.g. Ops, ANZ+NA RCOs, APAC D&D Team etc.
  • Use of Blooms Taxonomy develop learning objectives and the ADDIE framework to design and develop performance impacting training modules for Performance Improvement & Functional Skills Development
  • Partner w/ the Instructional Design Team to assist other departments for creation of Presentations, Infographics and Collaterals for APAC wide and ANZ+NA wide projects.
  • Evaluate content shared by stakeholders, RCOs and the APAC D&D Team for effectiveness and make recommendations and changes to training methodology w/o affecting content.
  • Facilitate Employee/People Development Upskilling modules for ALL ANZ+NA and Manila COE Employees to improve Functional Skills and Competencies e.g. Project Management Workshop, Root Cause Analysis, Google Sheets/Excel Training, Presentation Skills, Business Communication etc.
  • Take ANZ+NA Phone Calls or Tickets regularly to maintain Subject Matter and Process Expertise and present regular training demos to maintain L&D competency.
  • Lead ANZ+NA Critical L&D Projects to improve performance from planning to execution and report progress and impact to L&D Manager and Stakeholders.
  • Create, maintain and Report Training Performance Dashboards accurately and efficiently.
  • Mentor new Learning Specialists and COSes part of L&D Development Programs on Facilitation & Presentation Skills by partnering w/ Training Leads to observe and coach Learning Specialists.

About the Team

Providing amazing support that establishes trust for riders and driver partners--our community--is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way. Our Community Operations Managers and Community Support Teams are built upon the foundation that is laid during the learning and on-boarding time. CommOps is all about process efficiency, and the team helps to ensure that these teams of rockstars are able to continuously provide world class support to everyone involved in the Uber

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.