Instructional Design Manager

#Greatmindsdontthinkalike: At Uber, we take pride in our diversity and working environment that sees you as more than just a person that can do the job, but a unique individual that can level up our organization with a perspective only you can offer. Uber provides a truly open culture that encourages all to voice their thoughts.

About The Team

Community Operations is the heart and soul of our #BuildWithHeart approach at Uber. We work with customers, people earning money on the platform and partners at enormous scale. Community Operations helps operationalise every new and existing product and idea that Uber comes up with - it's an organisation that touches every part of Uber!

About The Role

At Uber, providing world-class support to our partners (riders, drivers, and restaurants) is critical to our success. Building the capability of our support teams to deliver elevated levels of service consistently is challenging and complex - and incredibly satisfying!

We are seeking a global Instructional Design Manager to lead a global team of Learning Experience Designers. This role is pivotal in driving high-impact learning solutions that align with business priorities and elevate the learner experience. You'll provide strategic leadership, ensure operational excellence, and foster continuous growth across the team.

What The Candidate Will Do

• People Leadership and Coaching: Inspire and develop a high-performing team through effective coaching, clear communication, and a strong focus on engagement and morale.
• Capacity Planning and Resource Management: Own capacity planning and resource allocation, ensuring team bandwidth aligns with business priorities using tools like Jira.
• Capability Development: Champion a culture of continuous learning by identifying development opportunities and enabling professional growth across the team.
• Design Quality and Standards: Oversee adherence to global instructional design frameworks and quality benchmarks, ensuring consistent, high-quality learning experiences.
• Project Delivery and Sprint Leadership: Lead global sprint cycles to deliver innovative, timely, and strategic learning solutions.
• Cross-Functional Collaboration: Partner closely with Learning Experience Leads, Program Managers, and stakeholders across the business to ensure learning initiatives drive meaningful outcomes for both learners and the organization.
  
  

Basic Qualifications

• Experience designing learning solutions for a customer support organization
• People management experience within a global organization.
• Understanding of instructional design frameworks and adult learning principles
• Experience with project management and resource allocation tools (e.g., Jira, or Asana)
• Experience planning capacity and allocating resources for multiple projects/priorities
• Strong communication and collaboration skills across cross-functional, global teams
• Demonstrated ability to manage multiple projects simultaneously with competing priorities
• Familiarity with Gen AI tools
  
  

Preferred Qualifications

• Bachelor's degree in Learning Design, Education Technology, Organizational Development, Business Administration, or related field
• Experience with AI-enhanced learning design tools and data-informed decision-making
• Certification in project management (e.g., PMP, Agile/Scrum) or learning technologies (e.g., CPTD)
• Strong understanding of adult learning theory, learning science, and performance consulting
• Experience with enterprise LMS/LXPs and learning analytics platforms