Insights Analyst

US-CA-San Francisco
4 months ago
Global Community Operations - Community Operations
US-CA-San Francisco
Requisition Post Information* : External Company Name
Uber Technologies, Inc.
Requisition Post Information* : External Company URL

Uber Overview

About Uber


We’re changing the way people think about transportation. Not that long ago we were just an app to request premium black cars in a few metropolitan areas. Now we’re a part of the logistical fabric of more than 600 cities around the world. Whether it’s a ride, a sandwich, or a package, we use technology to give people what they want, when they want it.


For the people who drive with Uber, our app represents a flexible new way to earn money. For cities, we help strengthen local economies, improve access to transportation, and make streets safer.


And that’s just what we’re doing today. We’re thinking about the future, too. With teams working on autonomous trucking and self-driving cars, we’re in for the long haul. We’re reimagining how people and things move from one place to the next.


Job Description

About the Role


As a member of the NA CommOps S&P team, the Insights Analyst will drive the analyses behind decisions related to our community's support experience.  For this role you should have excellent analytical skills, excellent time-management and organizational habits, and the ability to clearly communicate and present information for stakeholders at all levels of the business.



What You'll Do


  • Own data analysis and visualization, and communicate the outcomes/insights to various stakeholders to aid strategic decisions for improvements in support experience for drivers and riders
  • Coordinate with other members of the Community Operations Team to measure the impact and efficiency of new products and business processes
  • Develop analytical frameworks to support decision making in the US and Canada
  • Partner closely with specific Lines of Businesses to provide insights that drive decisions around process, policy and service model
  • Build, maintain, and communicate detailed reporting models


What You'll Need


  • Bachelor’s Degree in Business/Economics, STEM (Science, Technology, Engineering, Mathematics), or similar fields
  • Minimum 2 years of data science / business intelligence / investment banking / consulting or related experience
  • SQL fluency
  • Experience presenting data visually
  • Exceptional Excel / data management skills
  • High-growth analytics or operations experience
  • Experience working in a support environment (contact management analytics, Zendesk API familiarity, etc.)
  • Skills with other programming languages such as R and/or Python


About the Team


North America Community Operations (NA CommOps) is part of the Global Community Operations organization which provides premier customer support to riders and driver partners. Managing customer service for our region involves global coordination of service resources in North America and beyond. Additionally, the NA CommOps Strategy & Planning team shares our learnings and initiatives with EMEA, APAC, and LATAM regions to strengthen Uber’s customer service across the world.

The Strategy & Planning (S&P) team is a core part of the NA CommOps organization. The S&P team consists of four functions: Strategy, Strategic Project Implementation, Analytics & Insights, and Planning and Forecasting.



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