In Marketing, we work across the company to bring the Uber brand to life, both inside and outside our walls. Our Market & Consumer Research teams blend world-class research and business strategy to push Uber forward and find undiscovered ways to unlock Uber’s fullest potential. By acting as objective truth-seekers, our team champions the needs of Uber’s customers, challenges organizational assumptions, and provides data-driven recommendations to grow Uber’s business.

About the Role

As a Research & Insights Manager dedicated to Customer Support, you will lead and execute research to advise the direction of Customer Support levels and product strategy. You'll help craft the future of Customer Support at Uber with consumers and earners across the world by providing data- and insights-driven answers to the most important questions.

To do so, you'll work closely with Uber Marketing and Community Operations teams locally and globally to develop and implement high-impact quantitative and qualitative research from end to end. You will act as the voice of the consumer and earner in synthesizing this research with other data sources to influence executive decision making.

What You'll Do
  • Lead customer support research for our consumer and earner audiences, working with a diverse set of cross-functional partners.
  • Collaborate within the marketing research and analytics teams to execute research studies and connect insights across the organization.
  • Manage vendors to execute both qualitative and quantitative primary research studies as well explore secondary data sources as needed.
  • Deliver insights and influence partners across the organization to drive deeper understanding of key audiences and integration into business and support strategy.
  • Serve as a partner to cross-functional stakeholders, using findings from research to help advise their strategic decisions.
  • Develop in-depth knowledge of customer support sentiment, synthesizing across studies and act as subject matter expert
  • Work closely with other market researchers and analysts on the team to scale standard methodologies for more efficient and effective research.
Basic Qualifications
  • 7+ years of work experience in consumer-focused research, marketing, or consulting
Preferred Qualifications
  • Excellent critical thinking, project management, and interpersonal skills
  • Expertise in quantitative and qualitative research methods; strengths in statistical analysis; basic knowledge of SQL.
  • Passion for using insights from multiple sources to guide business and marketing strategy
  • Ability to work in a quick-moving environment and prioritize among projects while maintaining attention to detail
  • Self-starter and problem-solving approach to ensure success of research projects in a changing environment
  • Interest in working with a large and diverse set of partners, vendors and team
  • Experience with market research in multiple countries/regions
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Marketing Research Manager, Customer Support