job description
Are you an experienced training professional with a passion for leadership and operational excellence? Uber Malaysia Centre of Excellence Sdn. Bhd. is seeking a dynamic and strategic Trainer Team Lead to lead our training initiatives for the Incident Response Team (IRT) in Kuala Lumpur. In this critical role, you will shape the learning and development framework for agents who handle high-stakes, time-sensitive customer support incidents, ensuring our teams deliver world-class service while maintaining safety and compliance standards.
As a Trainer Team Lead, you will manage a team of dedicated trainers, align training programs with global operational metrics, and continuously optimize onboarding and upskilling curriculums. We are looking for an inspiring leader who thrives in fast-paced environments, excels at instructional design, and possesses a data-driven approach to measuring training effectiveness. Join us to drive impact, empower our talent, and redefine the standard of excellence at Uber.
At the Uber Malaysia Centre of Excellence, we provide a collaborative and innovative workplace where your contributions directly influence the safety and satisfaction of millions of riders and drivers worldwide. This role offers an unparalleled opportunity to develop your career in a globally recognized tech company while championing a culture of continuous learning and operational empathy.
Responsibility
- Lead, mentor, and evaluate a team of training specialists dedicated to the Incident Response Team (IRT) agents.
- Design, update, and implement robust instructional materials, e-learning modules, and onboarding programs tailored for high-complexity incident handling.
- Collaborate with quality assurance, operations, and product teams to identify performance gaps and design targeted training interventions.
- Analyze training metrics, post-training performance, and operational KPIs to measure instructional effectiveness and ROI.
- Oversee the scheduling, delivery, and coordination of all training cohorts, ensuring seamless operational alignment.
- Champion a culture of feedback and continuous improvement within the training department and the broader IRT.
Qualifications
- Bachelor’s degree in Human Resources, Education, Business Administration, or a related field.
- Minimum of 3 to 5 years of experience in instructional design and training delivery, preferably within a BPO, Shared Services, or customer experience environment.
- At least 1 to 2 years of leadership or team management experience in a coaching or training capacity.
- Strong familiarity with high-stakes customer support processes, such as Incident Response, Safety, or Crisis Management (IRT).
- Excellent verbal and written communication skills in English; proficiency in local or regional languages is an advantage.
- Proven track record of managing stakeholders and using data analytics to drive training strategy and operational results.
- Proficiency with Learning Management Systems (LMS) and e-learning content creation tools.