Associate Program Manager

Program Management at Uber means making big decisions without perfect information — and owning the outcomes. As an Associate Program Manager, you will move fluidly between big-picture strategy and the gritty details to deliver high-impact projects that shape how our customers experience Uber. You are the bridge and connector, turning complexity into clarity at speed while navigating competing priorities across global and regional teams.

This role is for someone who thrives in a high-stakes, fast-moving environment and isn't afraid to get their hands dirty with data to solve messy problems. You’ll lead initiatives from design to implementation, managing both technical and operational trade-offs to ensure our processes work flawlessly. If you think critically, move with urgency, and want to shape the future by solving what’s hard, this is where you’ll grow.

Rate of Pay: $166,109 to $199,331 per year

You will be eligible to participate in Uber's bonus program, and may be offered other types of comp. You will also be eligible for various benefits. More details can be found at the following link

What you’ll do

• Lead all continuous learning initiatives across the United States and Canada region, working cross-functionally with L&D Programs, Design, and Delivery teams.
• Implement Global continuous learning initiatives by partnering with other Learning Performance Managers from other regions.
• Evaluate the business impact of these initiatives to ensure they're driving meaningful change. 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• Influence key stakeholders through data-driven storytelling and performance insights. When necessary, step in to facilitate training, focus groups, or feedback sessions to reinforce learning impact and employee engagement.
• May telecommute.
• 15% International and domestic travel required.
  

Basic Qualifications

• Employer will accept a Bachelor's degree in Business, Psychology, or related field and 2 years of experience in the job offered or in a training delivery operations-related occupation. OR Employer will accept 48 months of work experience in job offered or in a training delivery operations-related occupation.
• Position requires:
  • Managing cross-regional / mega-regional learning delivery functions (Training Needs Analysis, Root Cause Analysis, Deployment logistics, Training implementation, Training effectiveness);
  • Awareness of industry standards, new technologies, and innovations across learning and development;
  • Impact Measurement Analysis;
  • Expanding upon data collection to build and maintain performance dashboards;
  • Tie learning initiatives directly to key business metrics like CSAT, AHT, error rates, first contact resolution, Close Wins or ATRR;
  • Change Management & Adoption such as own the change management process for new learning tools, systems, and processes;
  • Ensure smooth adoption across vendor sites during rollouts and continuous learning programs;
  • Learning and Client-Partner Project Management experience;
  • Client-Partner experience in Technology industries.