About The Role
At Uber, the predominant feature of our product experience is providing operational excellence support that establishes trust for riders and driver partners-our community. We invest in it and believe in providing the highest-quality service, executed in the most innovative and efficient manner.
We seek a Learning Performance Manager to support our mission alongside our Americas Regional Community Operations team and Global L&D peers. This multifaceted role requires critical thinking and proficiency to develop and implement a learning strategy for our outsourced support network, delivering exceptional partnership and communication to internal teams and business partners. We seek experts with experience in Learning and Development and a keen interest in utilizing strategic and quality-driven thinking. This role is about building a strong foundation for learning processes and interaction with our largest support network.
What You'll Do
- You'll be tasked with implementing all continuous improvement learning programs across the region / mega region and working with cross-functional L&D Programs, Design, and delivery teams to evaluate the impact of learning initiatives.
- Lead Continuous Improvement in Learning Programs: Implement all continuous learning initiatives across the region or mega region, working cross-functionally with L&D Programs, Design, and Delivery teams. Evaluate the business impact of these initiatives to ensure they're driving meaningful change.
- Collaborate Cross-Functionally to Elevate Learning Performance: Partner with Subject Matter Experts, Quality Assurance, and internal enablement and operational teams to enhance agents' knowledge and performance. Ensure alignment between learning programs and both internal tools and customer-facing products.
- Develop and Deploy High-Impact Learning Strategies: Define and implement a regional learning performance strategy for outsourced support vendors. Advise Community Operations and business leaders on effective learning interventions that directly support vendor performance goals.
- Scale Learning with Business Needs: Work closely with business partners to launch, scale, and continuously evolve learning initiatives based on operational goals and emerging challenges. Ensure learning keeps pace with business transformation and change.
- Standardize Learning and L&D-Quality Processes: Create and apply industry-standard processes for site launches, trainer effectiveness, continuous learning, and learning-led quality improvements. Ensure all initiatives are built for scalability and consistent execution.
- Measure Learning Effectiveness and ROI: Build and maintain learning performance dashboards. Go beyond basic data collection to analyze ROI, linking learning to business metrics such as CSAT, AHT, error rates, or first-contact resolution.
- Assess and Streamline Vendor Learning Capabilities: Regularly assess each BPO and Center of Excellence learning infrastructure, trainer performance, content application, and coaching quality. Provide guidance and support for capability development to ensure continuous improvement on the vendor side.
- Drive Stakeholder Engagement and Facilitate When Needed: Influence key stakeholders through data-driven storytelling and performance insights. When necessary, step in to facilitate trainings, focus groups, or feedback sessions to reinforce learning impact and employee engagement.
Basic Qualifications
- Bachelor's Degree, a minimum of 7 years of relevant training delivery operations experience in the contact center industry or similar
- 3 years of experience owning initiatives of continuous improvement using Lean, Kaizen, or Six Sigma models
- Experience in Quality Assurance functions with a strong focus on Total Quality Management process.
- Managing cross-regional / mega-regional learning delivery functions
- Aware of industry standards, new technologies, and innovations across Learning and development.
- Learning Impact Measurement & ROI Analysis
- Go beyond data collection to build and maintain performance dashboards
- Tie learning initiatives directly to key business metrics like CSAT, AHT, error rates, or first contact resolution.
- Change Management & Adoption: Own the change management process for new learning tools, systems, and processes.
- Ensure smooth adoption across vendor sites during rollouts and continuous learning programs.
Preferred Qualifications
- Project Management experience
- Quality Assurance Experience
- Client-Partner experience
