Associate Program Manager

Job Location: Chicago, Illinois

Job Type: Full Time

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

About the role

You will lead continuous learning initiatives across the United States and Canada, working cross-functionally with L&D Programs, Design, and Delivery teams. You may telecommute, with 15% international and domestic travel required.

Responsibilities

• 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.
• Analyze ROI by 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.

Requirements

• 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 48 months of work experience in job offered or in a training delivery operations-related occupation.
• 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 and 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 owning 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.

Benefits

You will be eligible to participate in Uber's bonus program and may be offered other types of compensation, including equity. You will also be eligible for various benefits. More details can be found at Uber's benefits page.

Schedule

Offices remain key to collaboration and Uber's culture. Unless approved for full remote work, employees must spend at least 50% of their time in-office. Some roles, like those at greenlight hubs, require full-time in-office presence.