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Business Intelligence Lead, Strategy & Planning

Community Operations
in San Francisco, California

About the Role

The BI Lead on the Community Operations (CommOps) Global Strategy & Planning (S&P) team will lead a team that focuses on "data foundations". You will work closely with product, data engineering and business teams to design, build, maintain and communicate (1) the data infrastructure to serve CommOps' business needs, (2) key metrics and their calculations for all of CommOps, and (3) scalable dashboards and reports to communicate these metrics and insights to all of Uber. This role has global scope and spans across all of Uber's businesses (Rides, Eats U4B, Bikes, Freight, Elevate and more). You will work with key stakeholders to manage project intake, prioritization, and staffing, and coach and develop team members to deliver high-quality work.

The ideal candidate is an expert at working with large data sets, has experience with data visualization, and is passionate about data and analytics. They will also have strong stakeholder management skills, and the ability to build consensus by clearly communicating and presenting information. Finally, candidates must be passionate people managers, excited to develop a team of analysts.

About the Team

Community Operations (CommOps) is the voice and face of Uber, and its largest org (10k+ employees). We work across the platform (Rides, Eats U4B, Bikes, Freight, Elevate and more) and are responsible for customer support, social media, sales / conversion, and safety response. We are also the Voice of the Customer to the Tech/Ops teams.

The Global S&P A&I team is the central Analytics and Insights (A&I) team for CommOps. We have three broad purposes - (1) Own CommOps' data integrity and quality, and metrics definitions and reporting, (2) Inform CommOps leadership's priorities by generating high-value analytical insights, (3) Support CommOps global teams' A&I needs. Our projects are typically broad in scope, which means there is tremendous opportunity to make a huge impact on the business.

What You'll Do

  • Lead a team of highly skilled analysts to deliver global projects, with high quality and on time
  • Partner with senior business leaders and stakeholders to manage project intake, pipeline, prioritize, and manage staffing against key initiatives
  • Be the voice of CommOps to Tech / Product for all CommOps data needs - partner closely with them to ensure we have robust data pipelines and quality / integrity checks
  • Define, instrument, and maintain new and existing business KPIs, leveraging SQL queries and beyond
  • Build and maintain ETLs, pipelines and automations to ensure we can understand and act on business performance accurately, scalably, with low latency, and minimal manual upkeep
  • Own Global CommOps reporting and dashboarding to keep a pulse on Uber's customer support operations - this impacts everyone in CommOps, from the Head of CommOps to the thousands of customer support agents and experts around the world
  • Achieve even more scale and efficiency for CommOps Analytics & Insights by identifying redundancies across mega-regions, functions and teams and coming up with innovative solutions
  • Ensure data quality by monitoring performance, diagnosing issues, and creating solutions
  • Answer complex business questions via ad-hoc SQL queries to enable business owners to make critical decisions

What You'll Need

  • 7+ years experience working in business intelligence, analytics, data engineering, or a similar role
  • 2+ years of experience directly managing analytical teams
  • Ability to code complex SQL queries
  • Experience with Python preferred
  • Experience building pipelines and ETLs that transform structured and unstructured data sets in large-scale, complex datasets (Hadoop, Hive, Vertica, Presto) into actionable data models
  • Experience building intuitive and actionable dashboards and data visualizations that drive business decisions (using Tableau, etc.)
  • Ownership mindset - You are passionate about your 'product' - you'd never call code "released" until you're confident it's correct, monitored, documented, and tested
  • Project management skills- Ability to drive projects end-to-end
  • Communication and stakeholder management skills - Ability to build consensus by clearly communicating and presenting information
  • Teamwork - You care about your team and are passionate about helping them succeed, you love going heads down in SQL, but can also take a step back and understand the big picture

Bonus Points if

  • MBA degree
  • Experience working with support data, contact management analytics or customer insights

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.