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Global Head of Analytics & Insights, Community Operations
San Francisco, CA
Job Description
##
* Lead a team of highly skilled people managers and analysts to deliver global projects, with high quality and on time
* Partner with senior (Director+) business leaders and stakeholders to lead 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
* 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 specialists around the world
* Achieve scale and efficiency for CommOps A&I by identifying and removing duplication across mega-regions and functions
* Be a thought partner to business owners to identify and execute on how data/analytics can drive their priorities forward
* Answer complex business questions via ad-hoc analysis to enable business owners to make critical decisions##
* Minimum 8 years experience working in business intelligence, analytics, data engineering, or a similar role
* Minimum 5 years of experience directly leading analytics teams##
* Ability to think strategically and develop a POV on how data and analytics can move the needle on critical priorities
* Have an ownership attitude and are passionate about "your" product
* Ability to problem solve and be creative in coming up with various approaches to solve business problems, assessing pros/cons and balancing speed and accuracy
* Must be able to drive projects from conceptualization to execution
* Strong communication and stakeholder management skills
* Strong leadership skills that will encourage and assist a team to succeed
* Knowledge of SQL, Python
* Understanding of data pipelining and ETLs that transform structured and unstructured data sets in large-scale, complex datasets (Hadoop, Hive, Presto) into measurable data models
* Experience building dashboards and data visualizations that drive business decisions (using Tableau, etc.)
* Experience working with support data, contact management analytics or customer insights
* MBA degree
We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 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.Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](https://forms.gle/aDWTk9k6xtMU25Y5A).
About the Role
The Global Head of Analytics & Insights (A&I) on the Community Operations (CommOps) Global Strategy & Planning (S&P) team will lead a team whose mission is to drive scale and efficiency in reporting and analytics for CommOps. You will have two broad mandates - (1) _Data Foundations_ \- Partner with Product, Data Engineering and Operations to design, build and maintain the data infrastructure, metrics and reporting to serve CommOps' business needs, and (2) _Business Insights_ \- Partner with Strategy, Operations and Data Science to understand key drivers of our metrics and recommend actions to improve them. This role has global scope and spans across all of Uber's businesses (Rides, Eats, U4B, Freight, Elevate and more). You will work with key partners to lead project intake, prioritization, and staffing, and mentor and develop team members to deliver high-quality work.##What You'll Do
* Lead a team of highly skilled people managers and analysts to deliver global projects, with high quality and on time
* Partner with senior (Director+) business leaders and stakeholders to lead 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
* 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 specialists around the world
* Achieve scale and efficiency for CommOps A&I by identifying and removing duplication across mega-regions and functions
* Be a thought partner to business owners to identify and execute on how data/analytics can drive their priorities forward
* Answer complex business questions via ad-hoc analysis to enable business owners to make critical decisions##
Basic Qualifications
* Minimum 8 years experience working in business intelligence, analytics, data engineering, or a similar role
* Minimum 5 years of experience directly leading analytics teams##
Preferred Qualifications
* Ability to think strategically and develop a POV on how data and analytics can move the needle on critical priorities
* Have an ownership attitude and are passionate about "your" product
* Ability to problem solve and be creative in coming up with various approaches to solve business problems, assessing pros/cons and balancing speed and accuracy
* Must be able to drive projects from conceptualization to execution
* Strong communication and stakeholder management skills
* Strong leadership skills that will encourage and assist a team to succeed
* Knowledge of SQL, Python
* Understanding of data pipelining and ETLs that transform structured and unstructured data sets in large-scale, complex datasets (Hadoop, Hive, Presto) into measurable data models
* Experience building dashboards and data visualizations that drive business decisions (using Tableau, etc.)
* Experience working with support data, contact management analytics or customer insights
* MBA degree
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, 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. Our projects are typically broad in scope, which means there is tremendous opportunity to make a huge impact on the business.We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 10,000 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.Uber is proud to be an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you have a disability or special need that requires accommodation, please let us know by completing [this form](https://forms.gle/aDWTk9k6xtMU25Y5A).
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
8+ years
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