Community Operations, Global Community Operations in Taguig City, Philippines
At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 cities around the world.
We welcome people from all backgrounds who seek the opportunity to help build a future where everyone and everything can move independently. If you have the curiosity, passion, and collaborative spirit, work with us, and let’s move the world forward, together.
About the Role
The Analytics & Tools Manager on the Community Operations (CommOps) Global Quality & CSAT team is an analytical and technical problem solver, who is able to dive into unstructured environments to design solutions. You will drive analyses behind company-wide decisions related to our community's support experience; and build scalable global quality processes and systems that enable internal and external stakeholders to leverage data and act upon insights. You will have the opportunity to work on a wide range of high-priority projects, and have exposure to multiple stakeholders within (Operations, Content, Service Delivery) and outside Uber (support agents, customers).
What You’ll Do
Lead a team of program analysts and oversee QA scripts, Quality issues backlog, tools availability, KPI dashboards and servicing of regional requirements
Drive analysis on global projects to improve the experience of our customers and support agents
Act as a global POC between CommOps analysts and Product / Data Engineering teams, to ensure CommOps data needs are met
Identify operational weaknesses and help improve or innovate new processes to keep local teams as efficient as possible
Problem solve. We’re faced with new and interesting problems that need solved every single day. Identify and implement short-term solutions in a timely manner, while helping define the long-term solution.
Build and own periodic reporting - Take advantage of the ever-growing amount of data we have at our fingertips to help stakeholders all over the world manage and improve our operations
Build data capture tools and automation - using SQL, Python
Help troubleshoot and solve JIRA tickets on the features
Coordinate with members of other business teams spanning the company to measure the impact and efficiency of new initiatives and business processes
What You’ll Need
BA/BS/Masters in Economics, Business, Engineering, Operations Research, or other quantitative focus
Minimum 4 years of experience in a quantitative/analytical role, preferably within tech, or management consulting, investment banking, corporate strategy
Excellent analytical thinking - you connect the dots between the data and operations and gut check every number you see
Excellent SQL, Excel and general programming/coding skills
Strong organization & project management skills. Able to structure a project from idea to design/prototype to implementation
SQL expertise - know how to access, interpret and package data so our team can deliver unique and innovative analysis to better our operations
Excellent Excel skills - many say they are great at Excel, fewer truly are. Ideal candidate brings some impressive know-how (and the understanding that there’s always more to learn)
Experience in scripting languages, such as Python or R
Strong communication skills, both verbal and written
Bonus Points If
Experience in data visualization tools, such as Shiny or Tableau
Experience working with support data, contact management analytics or customer insights
Background in, or comfort with, statistical concepts
About the Team
The CommOps Global Quality and CSAT team has 3 broad mandates - (1) Support the CommOps Leadership Team by driving projects and programs on Quality and CSAT that have global scope and impact, (2) Lay the foundational pieces of data, metrics, analytics and insights and coordinate best practices regionally, and (3) Drive communication and coordination amongst CommOps and between CommOps and regions.
At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.