About the role and team
Community Operations at Uber is where real people solve real problems in real time. The Learning Team provides strategic development opportunities to build the knowledge and skills necessary to empower a customer-obsessed organization. We bridge the digital and real worlds by developing curricula and deploying instructor-led trainings across the customer support network to ensure excellence is the norm.
This role is for those who thrive in an intense, fast-paced environment where the stakes are high and answers aren't always clear. You’ll need to balance empathy with action, moving with urgency and care to help our agents grow through the challenge. If you are sharp, steady, and motivated by helping others do career-defining work, this is where you will grow.
What you’ll do
- Review training materials and design, providing high-quality feedback to ensure performance and scale are never separated.
- Mentor and train other specialists, helping them understand how to increase their impact as citizens of Uber.
- Analyze, design, and build moderate complexity learning experiences modified for the region, ensuring they are aligned to objectives and rooted in Adult Learning Principles.
- Solve messy, high-impact problems by translating complex learning needs into practical, simple, and elegant designs.
- Work with SMEs and cross-functional partners to identify learning needs and resolve blockers in a fast-changing environment.
- Own your work end-to-end, from the first design doc to measuring the success of training impact in production.
- Champion best practices in instructional design and clarity, even when time is tight and pressure is high.
Basic Qualifications
- At least 3 years of experience in training and development.
- Professional experience designing learning materials and using instructional design frameworks.
- Strong communication, time management, teamwork, and prioritization skills.
- Previous facilitation experience in a professional or corporate environment.
- Experience in business, creative writing, and learning design.
- Relevant training certifications or equivalent professional credentials.
- High school diploma or equivalent professional experience.
Preferred Qualifications
- Systems thinking mindset with the ability to navigate constant change and high ambiguity.
- Proven stakeholder management and project management skills in a global environment.
- Resilience and the ability to stay sharp and think critically while managing multiple priorities.
- Experience working cross-functionally to influence without authority and achieve shared goals.