Regional Master Trainer

8 months ago
MX-DF-Mexico City
Department
Global Community Operations - Community Operations
MX-DF-Mexico City
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL
www.uber.com

Uber Overview

About Uber

 

We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.

 

For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.

 

And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.

 

Job Description

About the Role

 

The Master Trainer will work alongside our Community Operations Learning team and will be responsible for the implementation of on-the-ground training and quality programs with our partners. This multifaceted role requires quick thinking, proficiency in classroom training, and an understanding of how to analyze the quality and effectiveness of the learning experience. The master trainer should have the ability to facilitate feedback sessions, compile and communicate opportunities and changes to key learning partners, as well as plan and implement large scale training programs through strategic and well-documented project plans.

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Our Community Support Teams are built upon the foundation that is laid during the learning and onboarding time, as a master trainer, you would be ensuring that these teams of strong performers are able to continuously provide extraordinary support to everyone involved in the Uber experience through a special onboarding experience.

 

This role is about building a solid foundation for our onboarding programs and checking in on the quality of these (in-person) to ensure that we are constantly moving towards our goals.

 

This role requires you to be an owner of your work and work remotely and travel 80-90% of the time.

 

Perks

What You’ll Do

 

  • You’ll be tasked with implementing all onboarding programs (within your region) and working with SMEs and content developers to learn and deploy these quickly
  • Work cross functionally with SMEs & content to improve CSR learning experience and knowledge of our internal and external tools and products
  • Build an efficient and scalable learning program that facilitates the evolution of our support system and customers (both internal and external)
  • Be a passionate advocate for your global Community Operations Org by leading the onboarding programs and success of the implementation of these
  • Be a Trainer, standing up in front of a group and explaining the inner workings of the Uber support
  • Be available to travel

What You’ll Need

 

  • Minimum 3 years of relevant experience in training
  • Solid writing skills
  • Being a self starter. You’re ready for the autonomy that comes with building a new process at Uber
  • Be Organized. Leading the learning experience across multiple BPO partners, each supporting multiple lines-of-business, and for multiple support regions
  • Highly Analytical, make sense of data sets to find root causes and identify people who may need retraining or remediation
  • Have an understanding of the foundations of what good learning looks like and are able to find opportunities in classroom settings and report these back in a systematic way to your content partners
  • Quality driven, understanding what it takes to ensure that our onboarding programs are constantly fresh & impactful
  • Facilitate a training, a feedback session, or a focus group, without feeling out of place
  • Working as a teammate
  • Follow through on tasks and look for opportunities to step up to new challenges
  • Process driven, organizational skills, and constantly look to iterate on things to make them more efficient
  • Motivated, understand the impact of a highly satisfied, excited crew of users; you are slightly obsessive-compulsive about grinding away at issues

Bonus Points if

 

  • Master Degree
  • Literate in SQL and Excel or another data management tool
  • Previous experience with customer support or experience with support ticketing platforms

About the Team

 

At Uber, providing extraordinary customer support to riders and driver partners is a core feature of our product experience. The Community Operations Team is pioneering how Uber manages rider and driver support around the globe during our most critical incidents and accidents. Delivering this support isn’t easy - it takes leaders who can understand Uber’s operations, adapt to our constantly changing business, and help solve problems where no solution currently exists.

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