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Performance Analytics Manager

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

 

 

The Performance Program Manager will own the ongoing maintenance and future improvement of KPI scorecards for the employees throughout our regional Centers of Excellence, Greenlight Hubs and CX teams. This role will partner closely with regional leaders within Global Community Operations to enhance the current program. This role will also assist to operationalize the current bonus program and maintain relationships with regional operational leads.

What You’ll Do

 

  • Will be the main POC (Point of Contact) of all scorecard related subject between the Central Scorecard Team and the LatAm Site Leads / RGLMs / Managers / Team Leads
  • Identify and mitigate scorecard related operational issues and requests with the Central Team
  • Will drive process implementation in the region. Providing operational insights like thresholds definitions, goal definitions and goal setting follow ups
  • Work closely with the Central Scorecard Team for process definition to guarantee scorecard roll out for the teams.
  • Work closely with the Global Senior Business Analyst to drive process, metrics, and tools improvements
  • Partner with regional POCs to align on current process and identify areas of opportunity.
  • Project manager quarterly scorecard communication and follow up with stakeholders from GL, COE and the CX team in LatAm.
  • Create and own clear regional process for maintenance of all scorecard related material.
  • Maintain the regional goal setting process together with all the stakeholders in the region.
  • Maintain the scorecard communication materials for the region.
  • Close relationship with the learning and development team to align communication materials, schedule training and refresh sessions for the scorecard eligible FTEs
  • Own the goal calibration process, working together with the regional operational leads
  • Maintain close communication with the regional HRBPs to guarantee process roll-out and compliance

 

What we are looking for:

  • Bachelor’s degree (B.S.)
  • English Fluency 
  • Experiences in a planning and analytical role (SQL proficiency will be a strong plus)
  • Exceptional communication and organization skills
  • Flexibility - You have the ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
  • Exceptional global Project Management experience
  • Familiarity with Project Management tools
  • Entrepreneurial spirit - You have the drive to continue building and improving all processes
  • Experience in service-industry, customer support, manufacturing or distribution in a high-volume and extremely fast-paced environment.
  • Data visualization experience

 

What You’ll Need
  • 4 Minimum Years of Experience with Project Management, Stakeholder Management, SQL

 

About the Team

 

The LatAm Community Operations team ensures that we are providing 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.


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