Learning Specialist IV

BPO Learning Operations Specialist (S4)

Global Learning & Development

Position Title: Sr. BPO Learning Operations Specialist IV - (S4)

About the Role

• Work alongside our Community Operations team, Regional Comm Ops and Vendor Management on implementation of strategic and on-the-ground BPO L&D initiatives and provide L&D support, governance and performance management to our BPO L&D partners.
• This role requires strategic thinking and excellence in problem solving, process orientation, project management, stakeholder management, and an understanding of how to analyze, track and report the quality & efficacy of our BPO training programs and its impact to performance.
• CommOps is all about process efficiency, and as a BPO Learning Operations Specialist, 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 BPO Learning programs, scaling it beyond what is today, and pre-empting what it will need to be.

Duties and Responsibilities

• BPO Governance & Communication: Actively lead in BPO L&D syncs is essential for keeping BPOs informed of Uber priorities and upcoming programs, while also gathering insights on challenges and requests to effectively plan and support them. Oversee adherence to Uber L&D ways of working, ensuring compliance to L&D processes (e.g. ILC process, Sandbox, Weaver, 0-30 Insights Tracker, FG Error Reporting, FTC, Mass Enrollment, Deployment Trackers, STEP, TTP, LAT etc), and maintaining up-to-date BPO L&D resources.
• Manage Training Deployment: Oversee and/or coordinate of training deployments working with internal & external teams (e.g. Vendor Management, WFM, QA, BPO teams etc.) ensuring deployment readiness by coordinating of TTTs, readiness of training materials (ILC/OLC), availability of trainer resources (ILC), and monitoring/reporting of completion via regional Deployment Trackers, while efficiently tracking and managing tasks through tools like Jira and Sprint Trackers
• Project Management:
  • BPO Launches: Project manage and/or participate launches (e.g. process, product, LOB launches, migrations, site launches etc) ensuring trainer readiness, coordinating of TTT sessions, readiness of training materials (ILC/OLC), trainer resources, and monitoring/reporting of performance 30 days after go live.
  • Learning Content Management (LCM): Kick-off LCM sessions w/ BPO teams by working with BPOs to review materials/curriculum, provide insights and feedback/recommendations to support design team's curriculum revamp/revision efforts."
• Performance Management & Reporting: Responsible for driving, monitoring and reporting training, nesting, and 0-30 day performance, facilitating (? need a better term) RCA and TNA sessions with BPO L&D teams and drive performance improvement initiatives. Publish and report on 0-30 BPO performance during stakeholder performance reviews providing insights on highlights, lowlights, and actionable items
• BPO Trainer Efficacy: Supervise BPO Training Academy efforts, supporting new trainers and coordinating/conducting certifications and recertifications to uphold Uber training standards. Hold periodic BPO facilitator observations for BPO trainings and review LES results to understand BPO facilitator opportunities, and design initiaitives to improve learner experience.

Who You Are

• A person who maintains the spark. You’re at ease standing in front of a group and explaining the inner workings of support at Uber
• A Self Starter that stays ahead of trends. You’re ready for the autonomy that comes with building a new process at Uber
• Who can model excellence. You’re able to inspire, energize, excite, empower, and model what you expect your participants to do
• Analytical. You can make sense of complex data sets to find root causes for training/learning issues and can use this data to identify people who may need retraining or remediation
• A Team Player. You’re a natural at collaborating across functions or regions to get the best possible outcome for your training
• Poised. You’re cool and calm under pressure; you follow through on tasks and look for opportunities to step up to new challenges
• Process driven. You have superior organizational skills and look at the best way to iterate on things to make them more efficient
• Naturally curious and a life-long learner. You love learning how things work and you’re always looking for ways to make the learning experience better. You enjoy testing different support strategies and tracking the results
• Motivated. You understand the impact of a highly satisfied and excited crew of users, and you are insistent about nailing and addressing issues
• Problem Solver: Best to add problem solver, and orientation towards continuous improvement
• Skill and passion: Passionate about training, with skills and understanding of curriculum and learning program development and facilitation
• Positive influencer: A strong advocate of positivity and hard work, strong influencer, a strong people person
• Thorough and proven knowledge of service support: Have a strong hold and be a SME on service-specific support

What You Need

1. Core Experience & Communication

• L&D Background: 5+ years of experience in Learning and Development (internal or external BPO environments preferred).
• Communication Skills: Exceptional spoken and written English communication; ability to use situational awareness to clearly articulate information to diverse global audiences.
• Productivity Tools: High competency in office software (Google Workspace and Microsoft Office, with strong emphasis on PowerPoint/Slides for training delivery and administrative reporting).

2. Analytics & AI-Driven Insights

• Data Synthesis: Adept at collating, summarizing, and analyzing training performance data to make actionable inferences that drive process improvement.
• AI & Analytical Efficiency: Ability to utilize AI tools to synthesize complex operational metrics, accelerate Root Cause Analysis (RCA) and Training Needs Analysis (TNA), and generate insights faster.

3. AI Proficiency & Innovation

• Operational Optimization: Experience leveraging Generative AI and digital tools to streamline learning operations, automate administrative tasks, and optimize deployment workflows.
• Curriculum Support: Ability to use AI to assist in reviewing, iterating, and revamping learning content to enhance trainer delivery and learner engagement.

4. Change Management

• Ability to guide BPO partners and internal stakeholders through training transitions, process updates, and new technology rollouts.
• Proven track record of managing learner resistance and navigating team confusion during shifts in learning strategy or delivery methods.

5. Learning Technology Proficiency

• Familiarity with Learning Management Systems (LMS), authoring tools (e.g., Articulate, Adobe Captivate), and virtual platforms (e.g., Zoom, MS Teams).
• Comfortable navigating reporting suites, tracking learner engagement, and analyzing user metrics.

6. Quality Assurance & Trainer Efficacy

• Skill in auditing and evaluating training delivery for consistency, engagement, and operational effectiveness.
• Familiarity with trainer observation rubrics, feedback frameworks, and evaluation models.

7. Cultural Competence & Influence

• Global Perspective: Experience supporting multicultural teams and global BPO networks; adaptable training style across geographies and cultural contexts.
• Influence Without Authority: Skilled at collaborating cross-functionally (e.g., Vendor Management, QA, WFM, Program teams) to align external partners with central L&D governance.

8. Operational Acumen & Continuous Improvement

• Metrics Mindset: Strong understanding of BPO metrics (e.g., AHT, CSAT, FCR) and how training directly impacts frontline performance.
• ROI & Optimization: Continuous improvement mindset with a focus on measuring learning ROI, identifying process gaps, and iteratively enhancing programs.