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Analytics & Tools Manager

Taguig, Philippines,Community Operations

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 partners to use data and act upon insights. You will have the chance 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

  • Guide a team of program analysts and oversee QA scripts, Quality issues backlog, tools availability, meaningful metric 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 analysts and Product / Data Engineering teams, to ensure that the 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 lead and improve our operations
  • Build data capture tools and automation - using SQL, Python
  • Help fix and solve JIRA tickets on the features
  • Collaborate 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 phenomenal at Excel, fewer truly are. You would bring some impressive know-how (and the understanding that there’s always more to learn)
  • Experience in scripting languages, such as Python or R
  • Good 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

 

Our Community Operations Global Quality and CSAT team has 3 broad mandates - (1) Support the Community Operations 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 manage standard methodologies regionally, and (3) Drive communication and coordination globally and regionally.


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Uber 不但接納並尊重和支持個人差異,致力為我們的員工、產品和社會帶來莫大益處。Uber 以實際行動積極提供公平公正、人人平等的工作環境,並對此引以為傲。我們承諾提供平等的就業機會,不論種族、膚色、祖籍、宗教、性別、出生國家、性取向、年齡、國籍、婚姻狀況、殘障、性別認同或退役狀況。