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Senior Trainer - Continuous Improvement (BPO)

Community Operations
in Mexico City, Mexico

About the Role

The Senior Trainer will work alongside our Community Operations Learning team and will be responsible for the implementation of the Continuous Improvement Strategy with our partners. This multifaceted role requires quick thinking, proficiency in classroom training, development of curriculums and an understanding of how to analyze the quality and effectiveness of the learning experience. The Senior Trainer should have the ability to facilitate feedback sessions, compile and communicate opportunities and changes to key learning partners, being able to maintain the program and its documentation.

The right candidate for Senior Trainer is a subject matter expert and a true leader, inspiring others on the team to hone a deep passion for helping and resolving issues for our community. The Senior Trainer will spend dedicated time traveling and on TTTs in the Outsourcing BPO Partners we have in Latin America.

What You'll Do

  • Execute learning projects related to Continuous Improvement, in conjunction with the Regional Learning team
  • Conduct needs assessments to identify where training or other learning programs can help our BPO training teams to deliver a better experience for customers.
  • Design creative, effective, and scalable programs that develop and engage our community. As well as document the success and evolution of the programs.
  • You'll be tasked with implementing all these programs within Latin America, working with SMEs and content developers to learn and deploy these quickly.
  • Be a Trainer, standing up in front of a group of BPO trainers (TTT).
  • 50% availability to travel.
  • Analyze, design develop and facilitate awesome training programs

What You'll Need

  • 3+ years of relevant experience in training and in the BPO industry is expected.
  • Familiarity with modern and traditional job training methods and techniques.
  • 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.
  • Advanced organizational skills with the ability to handle multiple assignments.
  • You're a reliable person. A team player, willing to go all the way for what's best.
  • Good knowledge of Word, Powerpoint, Intermediate or better Excel knowledge, or Google tools
  • Proven fluent in English, listening, reading, written, spoken: B1
  • Native speaker in Spanish
  • Passion for helping others and creating support experiences that exceed users' expectations
  • Used to deal with and manage different stakeholders
  • Must work well in a team environment, contributing to a synergistic work environment where people learn from one another and continuously improve processes on behalf of users
  • Flexibility for weekend and weekly evening shifts is required
  • You're an Uber evangelist--you care deeply about the product and getting others excited to ride and partner with Uber
  • Ability to analyze data and present findings coherently and confidently
  • Bachelor's degree

Bonus Points If

  • Previous experience with customer support.
  • Master's degree preferred
  • Basic Portuguese
  • Proficient in Training Industry standards
  • Support experience in a high-volume environment
  • One or more training certifications: COPC, CompTIA CTT+, TTT on CPT, CLP or CPTM

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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.