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Analytics & Reporting Manager, CommOps

Community Operations, Global Community Operations em Sao Paulo, Brazil

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

 

At Uber, providing amazing support that establishes trust for riders and driver partners—our community—is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way.

Community Operations is pioneering how Uber manages rider and driver partner support around the globe and we’re looking for a Analytics and Reporting Manager (you!) to develop and lead various support efforts with Regional Customer Experience team. This team looks at ways to improve the experience our customers have with Uber by improving our policies, processes and feeding information to our Operations and Product teams to make sure we deliver magical experiences.

As a partner to our CX team, you will help support strategic decision making processes through your analytics, heavy data driven approach, and operational mindset. The ideal candidate for this role should have a strong combination of analytical skills with leadership abilities as you will be managing and developing a team of talented analysts.

What You’ll Do

 

  • Build, maintain, and continue to optimize weekly, monthly and quarterly reporting
  • Continually improve and automate our methods for gathering data and incorporating it into real-time models, analysis, and actions
  • Review data models and queries while performing weekly and ad hoc data analysis to keep the nerve center of our operations engine running at full speed
  • Proactively develop new KPIs/metrics to identify trends
  • Effectively communicate insights from and be able to tell a story around data
  • Work with senior leaders in the CommOps org and business partners to understand the “Why?” in addition to the “What?” behind Uber’s biggest customer support challenges
  • Coach, lead, and develop a team of analysts

What You’ll Need

 

  • 3-5 years of analytics / business intelligence / strategy or related experience; some high-growth operations or startup experience is strongly preferred
  • Experience leading teams
  •  Exceptional communication and organization skills
  • Explorer - the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!
  • Exceptional Excel / data management skills
  • SQL Proficiency necessary

Bonus Points If

  • Experience in service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment
  • Python, R skills preferred

About the Team

 

The LatAm Community Operations team is the main advocate for Customer Experience in the region making sure that we deliver high-quality service. In addition, we enable a large network of agents to provide high-quality and engaging 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.


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Na Uber, não só aceitamos as diferenças como também elas são celebradas, apoiadas e aproveitadas para benefício de nossos funcionários, produtos e comunidade. A Uber tem orgulho de ser um local de trabalho com oportunidades iguais e um empregador de ação afirmativa. Estamos comprometidos com oportunidades iguais de emprego, independentemente da raça, cor, ascendência, religião, sexo, nacionalidade, orientação sexual, idade, cidadania, estado civil, deficiência, identidade de gênero ou status de veterano.