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Uber CareersUber Careers

Learning Curriculum Program Specialist

Community Operations
in San Francisco, California

About the Role

As a training curriculum project manager, you will support in building and managing learning curricula to enable high-performing Customer Support teams and efficient training experience. You analyze performance trends and training launches to anticipate future training needs and advocate for continual improvement in the agent training experience. Working with the broader Customer Support Team, you will change the behavior of our Customer Support Teams, both in person and virtual, in order to prepare for a product launch or to roll out an operational change. You will coordinate training launch plans with the Training, Quality Assurance, Agent Knowledge Management teams, program teams and collaborate with the Global Learning Team. You will oversee the design and development process of any required training and coordinate with our lines of business. The candidate will have the ability to seamlessly flex between managing multiple projects, owning schedules, outlining key milestones, and trafficking deliverables. You will build and manage curriculum for a business at an incubation stage as well as a mature stage. The ideal candidate will be an organized self-starter with a strong bias for action and the ability to work with cross-functional teams, provide guidance for projects and easily manage end to end development cycles (receiving request, determining specific learning need utilizing data, building solution and passing to trainers for implementation).

What You'll Do

You'll be tasked with managing curriculum for a number of different lines of businesses. Your role will include managing stakeholders across the US and Canada.

  • Collaborate with the Learning team and subject matter experts to develop learning solutions
  • Conduct needs analysis and leverage existing resources to design scalable blended learning solutions, develop facilitator guides, job aids and evaluation strategies
  • Design and implement new hire curricula that will optimize ramp time and improve quality
  • Sustain, update, and refresh training curricula for ongoing operations.
  • Develop and manage project plans that successfully deliver promised results.
  • Communicate with the Global Learning Experience team and Comm Ops learning teams to sync the learning process.
  • Manage milestones and drive releases to on-time delivery.
  • Identify process improvement strategies to expedite the production of training curricula or improve the quality of materials being delivered.
  • Ensure alignment or maintaining/upholding cross-regional learning standards
  • Maintain a dashboard of all project statuses, completion goals, backlog items, and metric tracking for visibility across the organization.
  • Provide stakeholder communications, and alignment with the Global Learning Team for all projects.

What You'll Need

  • 3-5 years of experience in fast paced Learning and Development or training focused role where you were tasked with using data to drive decisions to create and deploy learning strategy.
  • Skill and understanding of curriculum & learning program development
  • The ability to self-serve, investigate and get the resources you require will make you much more effective in this role. Self-starter attitude is a must!
  • Ability to design, develop and deliver new hire training curriculum, and other courses, for operational audiences in various formats including instructor-led, web-based, and blended.

Bonus Points if

  • Knowledge and experience using best of breed training tools.
  • Experience designing and developing a wide range of learning assets: learning designs, job aids, facilitator guides, visuals, documentation, etc.
  • Solid understanding of instructional design principles and best practices.
  • Experience in building learning solutions with e-learning software (Captivate, Rise, Storyline, etc)

About the Team

On the US&CAN CommOps Learning Team, we adapt, innovate and improve to provide the highest quality support for the most complex and sensitive support issues. We make magic in the moments that matter. Our Curriculum Specialists build and innovate to create the most effective and customer obsessed training experience for our entire org.

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.