Sr. BPO Operations Specialist

#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 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.
  
  

Your Impact In Role

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.

Basic Qualifications

The Experience You'll Bring:

1. 2+ Years of Learning & Development Experience (Internal/External)

• Stakeholder Management & Communication Skills
  
  

You must be confident in working with cross-functional partners like Vendor Management, Workforce Management (WFM), BPO teams, and Regional L&D counterparts. Your role involves:

• Leading syncs with BPO L&D teams
• Aligning training priorities with Uber's strategic direction
• Communicating clearly across multiple layers of the organization
• Providing feedback and guidance in a way that builds trust and drives action
  
  

3. Project Management Skills

You should be able to manage multiple concurrent training initiatives across different sites and programs. This includes:

• Planning and tracking deployment readiness (TTTs, materials, trainer capacity)
• Managing large-scale launches (e.g., new lines of business, site onboarding, migrations)
• Using tools like JIRA, Sprint Trackers, and Deployment Trackers to stay organized and meet deadlines
  
  

4. Problem Solving, Decision Making & Performance Management

• This role requires strong analytical skills and a data-driven mindset. You will:
• Investigate root causes of training-related performance issues (e.g., through RCA/TNA)
• Interpret post-training performance data (0-30 day reports)
• Drive improvements through training design tweaks, facilitator development, or process changes
• Own BPO trainer performance monitoring, observations, certifications, and improvement initiatives.
  
  

Preferred Qualifications

Change Management

• Ability to guide BPOs and internal teams through training transitions, process changes, or new learning technologies.
• Experience managing learner resistance or confusion during shifts in training strategy or delivery methods.
  
  

Learning Technology Proficiency

• Familiarity with Learning Management Systems (LMS), digital authoring tools (e.g., Articulate, Adobe Captivate), and virtual training platforms (e.g., Zoom, MS Teams).
• Comfortable navigating reporting tools and tracking learning engagement.
  
  

Quality Assurance in Training

• Ability to audit and evaluate training delivery for consistency, engagement, and effectiveness.
• Familiar with observation tools or rubrics to assess trainers and sessions.
  
  

Cultural Competence

• Experience supporting multicultural teams or global BPO networks.
• Able to adapt communication and training style across different geographies and cultural contexts.
  
  

Operational Acumen

• Understanding of BPO performance metrics and how learning directly impacts KPIs like AHT, CSAT, and FCR.
• Comfortable working in fast-paced environments with service-level expectations.
  
  

Collaboration & Influence Without Authority

• Skilled at working cross-functionally (e.g., with Vendor Managers, QA, WFM, and Program teams).
• Can build rapport and influence BPO partners to align with central training governance, even without direct reporting lines.
  
  

Continuous Improvement Mindset

• Proactively identifies process gaps and proposes improvements to increase efficiency or learner impact.
• Passionate about measuring the ROI of learning and iterating on learning strategies.