Posted 9 days ago

***Note: this is an ongoing job posting, which means your resume will remain on file with us until openings arise. We will not actively provide an update on your application as this is not a formal job posting. If you submit an application, please note we reserve the right to reach out once an opening become available and if a good match. You are highly encouraged to also consider other opportunities in the meantime.***


About the Role


The Analytics & Insights team powers data-driven decision making in Uber’s Community Operations team. As a data analyst on this team, you will shape the experience of customers interacting with support at Uber. Additionally, you will uncover insights from support interactions to drive product and operational improvements.


While the A&I team works with all of Uber’s products, the initial focus for this role will be working with the Merchant support team.


For this role you should have excellent analytical skills, excellent time-management and organizational habits, and the ability to clearly communicate and present information for stakeholders at all levels of the business.


What You’ll Do:


  • Own data analysis and visualization, and communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in support experience for drivers and riders
  • Coordinate with other members of the Community Operations Team to measure the impact and efficiency of new products and business processes
  • Develop analytical frameworks to support decision making in the US and Canada
  • Partner closely with specific Lines of Businesses to provide insights that drive decisions around process, policy and service model
  • Build, maintain, and communicate detailed reporting & models


Basic Qualifications


  • Minimum 3 years of experience in analytics, business intelligence, data engineering, or a similar role
  • BA/BS/Masters in Economics, Business, Engineering, Operations Research, or other quantitative focus (or equivalent work experience)


Preferred Qualifications


  • High-growth analytics or operations experience
  • Experience working in a support environment (contact management analytics, Zendesk API familiarity, etc.)
  • Experience in reporting-based software, such as Shiny or Tableau
  • Exceptional Excel/Google Sheets & data management experience
  • Programming languages such as R and/or Python
  • Exceptional communication and organization skills 
  • Experience focusing on delivering actionable insights to stakeholders and/or customers
  • Experience working on a distributed team


About the Team


The Community Operations team ensures that we provide high-quality support at scale. The Analytics & Insights team is tasked with providing critical business insights to help identify opportunities and implement operational improvements across our entire organization.


Community Operations is pioneering how Uber manages customer support around the globe. The team you will join has one mission: Make Customer Experience our #1 Competitive Advantage. You and your teammates will champion this mission every day until there are no doubts it’s a reality.

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Data Analyst / Sr Analyst - Strategy, Analytics & Insights