Service Team Lead II

About the Role

Our Community Operations Managers and Community Support Teams are built upon the foundation that is laid during the learning and onboarding time. CommOps is all about process efficiency, and as an L&D Delivery team lead, 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.

Work alongside our Community Operations Leadership team and own the action plans and initiatives for Learning Delivery programs for APAC. This multifaceted role requires quick thinking and proficiency in leading a team of Learning specialists, responsibilities include:

• Develop and own the tactical Learning Delivery execution in your geo by understanding its needs, setting department goals and empowering your team to create and execute on established lead measures.
• Partner with the APAC L&D Instructional Design Team to develop, and maintain new and existing learning programs for the COE and partner BPOs.
• Partner with BPO L&D Leads on execution of learning programs, standardization of delivery and continuously improving BPO learner experience.
• Lead and support a team of APAC L&D Learning Delivery Specialists to drive KPI performance in thru effective implementation and execution of training programs.
• Build business intelligence around Training KPIs; consistently track and analyze the impact and quality of learning experience to agent performance.
  Use Industry Standard L&D best practices to continuously improve APAC's L&D program.

Your Impact in Role

• Learning and Development Initiatives: Periodically evaluate APAC learning needs and develop learning delivery initiatives for your assigned geo.
• People Development: Look after the development of Learning Delivery Specialists/Sr. Learning Delivery Specialists on training implementation and Uber Manager Qualities thru coaching, mentoring and formal training programs.
• Department Engagement: Frequently motivate, engage and recognize efforts of the Learning Delivery Team through an established engagement and R&R program.
• APAC L&D Delivery Program Owner: Partner with APAC L&D Instructional Design Team, COE Operations, Cx, VMs and other xFN teams to understand learning needs and implement learning programs to fulfil these needs.
• BPO Learning Program Partner: Partner with BPO L&D Delivery Lead to support partner BPO Learning Delivery execution of Uber regional and global L&D programs and ensure standardized and quality delivery.
• Business Intelligence: Develop process for tracking and monitoring training performance and insights to drive Nesting and 0-30 day performance and attrition.
• Process Implementation and Change Management: Effectively execute and communicate training processes and changes to ensure understanding and compliance.
• Thought Partnership: Build and consistently maintain relationships with Operations, BPOs and regional stakeholders (RCOs) and provide insights for improvement
• Project Management: Support & sponsor proposed L&D initiatives and experiments to improve training for the APAC L&D and its lines of business.

The Experience You'll Bring- Basic Qualifications -

• Experience: 3+ Minimum Years of Experience with Learning and Development and 3-5 years of operations management/general management/ support experience
• Learning and Development: Learning and Development tactical action planning and operational execution
• People Management and Leadership Experience: Managing 5 or more trainers/senior trainers
• Balance attention to detail with swift execution: We need to do things quickly, and we need to do them well. Balancing those can be challenging, and this should be a strength
• Clear communicator: You are a clear and concise communicator with the ability to synthesize a lot of information quickly, highlight the key takeaways, and disseminate actionable insights
• Explorer: The ability to self-serve, investigate and get the data we require will make you much more effective in this role. A self-starter attitude is a must
• A high bar across the board: From your own contributions, to the people you work with, to the products you work on. Always playing to win.
• Flexibility: Ability to work with remote teams and across time zones to develop action plans and foster a cohesive and creative work environment
• Stakeholder Management: Ability to build and maintain strong stakeholder relationships

Uber Manager Qualities

• Sets Vision: Sets vision and strategy across people and process and establishes team purpose and plans for execution
• Builds Trust: Demonstrates personal excellence with empathy, authenticity, inclusivity, and fairness.
• Grows and Adapts: Shows the ability to adapt with resilience and humility
• Operationalizes: Ensures operational efficiency and impact
• Develops and Coaches: Invests time in coaching and supports the development of others
• Connects: Fosters collaboration within and across teams