Job Description

Learning Team Lead

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.

About the Role

Learning Team Lead

At Uber, 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. To support that we’re looking for a Learning Team Leader to work alongside our Community Operations team and own the implementation of on-the-ground training and quality programs at the COE. This multi-faceted role requires quick thinking and proficiency in leading a team, responsibilities include:

• Drive learning program excellence through performance monitoring, supporting, and motivating team members
• Supporting your team to execute detailed learning plans
• Analyze the quality and effectiveness of the learning experience
• Continuously improving our processes

Our Community Operations and Support Teams are built upon the foundation that is laid during the learning and onboarding time. CommOps is all about process efficiency, and as a Learning Team Leader, 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 Learning programs, scaling it beyond what is today, and pre-empting what it will need to be tomorrow.

What you will do:

• Instinctive, innovative and inspirational as a leader. There will be excited team members who will look up to you for guidance on difficult or complex issues. They are inspired by your passion for helping others and your dedication to doing the right thing. You're first to drive necessary actions to make sure excellent support is not sacrificed. As a leader, you also utilize analytics and numbers to back up your decisions.
• You take ownership. Owners seek creative solutions, optimize for long-term outcomes, bridge gaps in organizations, think, follow through, and act beyond their job description.
• Optimistic Leadership. Optimism is inspiring, and inspiration leads to people collaborating together to make the whole greater than the sum of the parts. Would you rather connect with someone optimistic and inspiring or someone negative? Optimism can lead the world into a vision for progress that is inspirational. A company whose behavior garners trust and respect is imperative if it desires to be a part of that change.
• Passionate and dedicated to growing Uber through excellent support. You will be completely transforming the concept of support at Uber. You're excited about engaging with the most challenging problems and questions from riders and partner-drivers.
• Reliable and calm under pressure. Dealing with new and different challenges among a wide range of rider and partner-driver cultures excites you. You have a way to anticipate problems that come your way and you like finding resolutions, using all resources available to you. You can move quickly with care. You embrace change and can learn and understand new information during times of pressure without losing composure during communication with the customer.

What you’ll need:

• Minimum Tenure (internal) : 12 months from date of joining
• Minimum Experience (internal): At least 12 months of managing people and training-related tasks
• Positive influencer: A strong Uber culture advocate
• Development promoter: A strong development and adult learning advocate
• Strong performance : Performance should exceed expectations for last 6 months
• Consistent discipline: Healthy leave record, punctuality, documentation diligence, and no active disciplinary records
• People management : Strong managerial and people management skills to handle and support the learning vertical of the Business Performance team
• Problem solving : Strong problem solver and good decision maker
• Analysis: Detail orientation and logical data/situational analysis
• Stakeholder support: Trust building to support stakeholders
• Project Management: Project planning and implementation support
• Skill and Passion: Passionate about training with a skill and understanding of curriculum and learning program development and facilitation
• Timeliness and Commitment: Deadline management and output delivery efficiency
• Strong hands-on Uber Tools and Resources of Uber Tools like Bliss/, Teamdot, Zendesk, etc. alongside policy/support logic (internal)
• Proficiency in Google Suite and knowledge of software/app usage
• Open to work different shifts and provide 24X7 support

See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.