About The Role
We are seeking a highly motivated and skilled Data Analyst to join the Field Analytics team and become a key player in shaping the future of our business! In this high-impact role, you will apply your strategic and analytical prowess to tackle critical business questions and drive data-driven decisions that will directly influence company-wide initiatives. You will be at the forefront of designing and executing deep-dive analyses, unearthing invaluable insights, and collaborating cross-functionally to implement groundbreaking solutions that will propel our strategic direction forward.
In this role, you will be leading and managing the Data Analytics team that supports the US&C Field Operations organization, which handles virtual and in-person customer support within the CommOps org at Uber. The US&C Field Analytics team provides dashboards/reporting and ad hoc analytics, mainly focused on agent performance and insights for the work handled within the region. The US&C Field Analytics team is a part of a Global Field Analytics org, which is made up of regional teams across the globe that work together to support regional reporting needs while also trying to globalize/standardize the data products we support wherever possible.
What You'll Do
- Perform deep-dive analysis to unpack insights and recommend solutions to business problems.
- Translate ambiguous questions into data-driven recommendations.
- Develop an in-depth understanding of business performance and share strategic insights with senior leadership to influence decision-making.
- Create and implement various analytics projects to inform strategy with company leadership, including the development of reports, dashboards, and scripts/automations.
- Collaborate cross-functionally with Product, Operations, and Finance teams to implement recommendations and drive operational efficiency.
- Write complex SQL queries to extract, manipulate, and analyze data.
- Use Python for data transformation, automation, and model development.
- Develop executive-level communications and presentations for senior leadership.
- Identify, plan, and execute projects and root cause analyses to improve existing processes.
- Lead junior analysts and play a leadership role in developing and standardizing analytical tools, frameworks, and processes.
- Build and maintain data products (dashboards/reports/analysis) that support the reporting needs of the US&C Field Operations team with an eye toward building scalable, global solutions
- Represent the US&C regional needs in global initiatives that would impact reporting
- Support ongoing, recurring tasks happening within the regions such as monthly/weekly business reviews, and agent pay-for-performance programs
- Coaching, leading, and developing a team of ~3 analysts while building a great team culture
Basic Qualifications
- 3 years of work experience in data analytics, business analytics, finance analytics, or within a similar field
- Experience with Tableau and/or a similar data visualization tool
- Experience with SQL
- Bachelor's Degree
Preferred Qualifications
- Advanced SQL skills
- Experience with coaching/developing junior analysts
- Explorer - the ability to self-serve, investigate and get the data we require will make you much more effective in this role
- A self-starter attitude
- Strong data management skills
- High technical proficiency in common analytics & reporting tools (e.g., Tableau, Google Data Studio, Google Sheets/Excel).
- Experience in Python
- Experience working with customer support or customer insights.
- Advanced data analysis skills leading to actionable recommendations.
- Experience in leading high-visibility projects and influencing others in a cross-functional team environment
- Excellent communication skills, with the ability to present complex data insights to both technical and non-technical audiences
- Strong sense of ownership and accountability
- Curious, self-directed, and impact-driven-you chase high-impact problems to deliver solutions.
- Comfortable with ambiguity and switching contexts in a fast-moving environment
- Experience in communicating with and presenting to senior leader.
- Strong storytelling ability:Distilling exciting and hard-to-find insights into a compelling, concise data story.
- Comfort in working with ambiguity in a fast-paced environment
- Experience in data extraction, wrangling, and building pipelines.
- Strong analytical and problem-solving mindset
- Highly self-motivated, proactive, and able to drive projects independently.
- Excellent communication and interpersonal skills.
- Detail-oriented mindset, with a focus on accuracy, efficiency, and process standardization.
- Experience directly managing a small team (3+ employees)
- High degree of familiarity with customer support data and operations; familiarity with customer support agent metric definitions, and calculations
- Advanced data analysis skills leading to actionable recommendations
- Exceptional communication and organization skills
- Experience managing a broad audience/stakeholders; able to manage expectations and build strong relationships
- Experience leading corporate decisions through data
- Experience with task management through Jira and working in sprints
- Familiarity with AI tooling and/or Python
