Senior Training Lead - Customer Support
About the team
The Learning Team in our Community Operations organization provides strategic learning and development opportunities to build the knowledge and skills necessary to empower a customer obsessed organization. We develop training materials and curricula, analyze training impact, offer professional development opportunities, and deliver and deploy instructor led and self led training across the customer support network.
About the Role
The Senior Training Lead is responsible for building and sustaining a high-performing training organisation by growing trainer capability through coaching, mentoring, formal development programs, and role-modelling Uber’s Manager Qualities. This role motivates, recognises, and retains talent by driving strong engagement and a clear recognition and rewards strategy, while also owning Customer Service Team performance management and setting consistently high standards of excellence across the team.
What the Candidate Will Do
- Drive continuous improvement through project ownership maintain a visible Project Register, pilot improvements, measure impact, and close the loop.
- Land process changes so teams understand and comply.
- Manage utilization, budget inputs, compliance, audits, and data integrity.
- Translate geo-specific needs into delivery plans; launch and scale initiatives that improve proficiency and quality.
- Standardize delivery with Uber's in-house and contact center Learning & Development Leads to one global bar.
- Act as a thought partner to Uber's in-house Operations, BPOs, and regional stakeholders to shape roadmaps.
Basic Qualifications
- Strong analytical skills with a proven track record in process improvement and project management.
- Demonstrated ability to lead teams through complex situations and achieve learning targets.
- Must be based in Malaysia.
- Willing to work Onsite: Amenable to work within KL Sentral.
- Flexible working hours: Willing to work in flexible hours and schedules that will include possibly working on weekends and/or public holidays.
Preferred Qualifications
- Native Japanese or Mandarin Chinese speaker with exceptional English written and verbal communication skills.