Director, Global Learning & Development, Community Operations

About the Team

The Global Learning and Development Team is a subset of the Community Operations Team which is pioneering how Uber manages customer support around the globe. The Global Learning and Development team is responsible for developing the capabilities of Uber's global customer support specialist network to deliver efficient, differentiated support experiences. You will be responsible for the strategy to deliver this mission and lead a team of learning and development experts to operationalize and execute Uber's global learning and development programs. Enabling 40K+ community support team members, including both Uber employees and a network of BPO agents.

About the Role

As the Director, Global Learning and Development, you will lead a global team of learning and development program designers, curriculum designers, delivery specialists, and tools and technology program managers to design and implement a global learning and development strategy that ensures our Community Specialists develop the capabilities required to deliver efficient, differentiated customer support experiences. Leveraging best-in-class learning technology learning solutions, you will improve performance outcomes and deliver insights that enable continuous improvement feedback loops, and you will enhance training quality and efficiency to simplify operational processes with the global learning and development organization. You should have excellent global leadership skills, an ability to exercise thought leadership, and the aptitude to facilitate operational improvements across a network of sites.

What You'll Do

This role will be responsible for overseeing and driving initiatives that transform Global learning and development, including:

- Cast a vision and approach to Global Community Operations Learning and Development at Uber that addresses the changing skill requirements of our Community Specialists, driven by Uber's differentiated support strategy and increases in technology-enabled support processes.
- Develop and execute Global Community Operations L&D transformation strategy, incorporating process improvements, system enhancements, and change management strategies.
- Lead a team of learning and development professionals to implement and manage Global L&D programs through the use of technology and operational processes.

- Partner with key stakeholders to define the organization's learning needs (on-boarding, continuous education, and new business launches).
- Develop globe-spanning learning and development programs, aligning learning strategies with business goals, and improving learning outcomes overall.
- Create training content and curriculum across a variety of learning methodologies (instructor-led, e-Learning, coaching, and experiential learning opportunities).
- Manage training delivery within Uber's Centers of Excellence.
- Partner with Uber's BPO partners to ensure they deploy Uber's training programs in accordance with Uber's requirements.
- Implement metrics and analytics to measure the effectiveness of Community Operations L&D programs and transformation initiatives.

- Foster a culture of quality support, agent engagement, and continuous improvement.

- Collaborate closely with Uber's Global and Operational Operations, Quality, Knowledge Management, and Workforce Management teams to create an ecosystem that drives continuous improvement.
- Enable data-driven insights from the L&D process to drive informed recommendations for improving learning strategies, performance and operational improvements, and key business and product decisions.

- Partner with Uber's leadership to champion and drive changes for programs that enable high performance across the full support network (in-house Centers of Excellence and BPO teams).
- Manage L&D operating budget.

Basic Qualifications

- Minimum 10 years of experience leading global corporate learning and development, support operations, customer service, or a similar function.
- Minimum 7 years leading large, multi-tiered, and distributed global teams.
- Demonstrated success in designing and implementing transformational customer support learning and development programs.
- Bachelor's degree or equivalent work experience.
- Willingness to travel domestically and internationally 25 - 35% of the time.

Preferred Qualifications

- Deep expertise in industry-leading learning and development trends.
- Exceptional people skills, including key areas of developing people and guiding cross-functional teams.
- Outstanding communication, leadership, stakeholder management, and executive influencing skills across multiple functions/teams.
- Strong analytical skills, with the ability to make data-driven decisions.
- Self-starter with the ability to choose a direction with little oversight and drive decisions when there is ambiguity.
- Demonstrated ability to thrive in a fast-paced environment and lead cross-functional teams to achieve objectives.

For Chicago, IL-based roles: The base salary range for this role is USD$194,000 per year - USD$216,000 per year.

For Dallas, TX-based roles: The base salary range for this role is USD$194,000 per year - USD$216,000 per year.

For New York, NY-based roles: The base salary range for this role is USD$216,000 per year - USD$240,000 per year.

For Phoenix, AZ-based roles: The base salary range for this role is USD$173,000 per year - USD$192,000 per year.

For San Francisco, CA-based roles: The base salary range for this role is USD$216,000 per year - USD$240,000 per year.

For all US locations, you will be eligible to participate in Uber's bonus program, and may be offered an equity award & other types of comp. You will also be eligible for various benefits. More details can be found at the following link [https://www.uber.com/careers/benefits](https://www.uber.com/careers/benefits).

Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](https://forms.gle/aDWTk9k6xtMU25Y5A).

Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.