About The Role
This role is part of the Support Decisioning Analytics and Insights team, which sits within a broader Customer Experience Analytics team in Community Operations (CommOps). CommOps is responsible for developing a world-class customer support organization that scales effectively, is reliable and consistent, and provides unmatched service to our global Uber community.
The Support Decisioning data analytics specialist will help in defining and monitoring key business metrics for the Global Support Decisioning program, which has a mission of driving efficient, fair, and accurate resolution of refund and appeasement requests by Uber users. This analytics team will also be partnering with many Product / Data Science / Operational teams to tackle key program goals. As a data analytics specialist for the team, you will help drive impact by being a subject matter expert of our data, as well as assisting the team in driving projects through a data perspective.
What The Candidate Will Need / Bonus Points
- What the Candidate Will Do
Responsibilities Include
- Build and maintain source of truth dashboards, queries, and self-service data tools to be leveraged by stakeholders for monitoring business performance and guiding decisions
- Recommend and implement strategies to optimize queries, dashboards or analytic processes
- Proactively analyze data, identify trends and generate meaningful recommendations to drive business goals within the Support Abuse domain
- Performing impact analysis to assess the feasibility and effectiveness of programmatic or operational projects
Working Time Requirements - 8 hrs daily (Mondays through Fridays). The applicant will need to be ok working at least half of that time in US&C hours to engage effectively with manager, stakeholders and teammates. (Note: the manager of this team is based in US - New York; key stakeholders are based in US - Chicago & California and India - Hyderabad & Bangalore).
- Basic Qualifications
- At least 2 years experience in data analytics
- Strong analytics, SQL, and web query skills with ability to:
- Select, clear and transform dataset
- Write simple nested statements and queries for complex problems
- Use Hive or Presto
- Experience within Python or R, with the ability to:
- Build self-operating dashboards
- Work with third-party APIs (basics)
- Use Pandas Library (skilled)
- Strong stakeholder management and communication skills, with the ability to:
- work with many business Stakeholders and tailor solutions to their needs
- explain complex technical details to non-technical business audience (excellent written and spoken English)
- Proficiency with at least 1 data visualization tool (e.g. Tableau, Looker Studio, Excel / Google Sheets)
- Preferred Qualifications
- Proven track record in:
- Coding with best practices (optimized & reusable code, versioning, etc.)
- Creating flows (ex.: Lucidchart)
- Analyzing complex datasets and storytelling
- Basic statistics knowledge, affinity with:
- Experimental design and A/B Testing
- Percentiles, distributions, regression analysis
- Willingness to learn and use Uber experimentation platform
- Exposure to:
- Scrum process (e.g. Jira)
- Interpretation and preparation of technical documentation
- Experience working with customer support or operations management
- Willingness to develop subject matter knowledge on Support Abuse and specific business processes to drive impactful analytic insights
