Analytics & Insight Sr. Manager

Uber Technologies, Inc.

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.


About the Role


The Analytics & Insights Lead will champion high priority projects across the Community Operations organization, which is responsible for providing customer support to the rider and driver-partner community. Based in Mexico City, but working with teams around Latam this role will provide critical business insights to help identify opportunities and implement operational improvements. Leveraging operational and analytical experience from challenging environments in the past, this person will manage two small teams on in Brazil and one in Mexico of analysts and Data Scientists who will be instrumental in driving our business forward. We're looking for a strategic critical thinker who can start at 30,000 feet and then dive deep into the details to deliver results.


You should have excellent analytical skills, experience managing a team both co-located and remotely, excellent time-management, excels at prioritization and organizational habits, and the ability to clearly communicate and present information to seek buy-in.

What You’ll Do

  • Prioritize and drive analysis on important strategic decisions in order to optimize our customer support program
  • Listen to what the customer is saying and what he is not by diving deep on data
  • Get the buy-in from cross-functional areas to implement improvements that drive the organization to be even more customer centric
  • Working closely with other members of the Uber team, measure the impact and efficiency of support delivery processes and identify ways support can drive value to the business
  • Develop analytical frameworks to help operationalize new products
  • Identify operational weaknesses and help improve or establish new processes that build, maintain, and communicate detailed reporting models
  • Be a resourceful multi-tasker, supporting teams across the globe. You'll be one of the go-to people when anyone needs an impartial, data-driven assessment of a situation

What You’ll Need


  • Proven and relevant experience working in investment banking / consulting / business intelligence / strategy or related areas; high-growth operations or startup experience
  • Demonstrated ability to be an effective leader managing teams
  • Exceptional communication and organization skills
  • Ability to work with remote teams and across time zones to develop strategies and foster a cohesive and creative work environment
  • The ability to balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. This should be one of your strengths.
  • Exploration skills - the ability to self-serve, investigate and get the data we require will make you much more effective in this role
  • Resourcefulness, being a go-getter - You are resilient, optimistic, and inclined toward action and thinking ahead
  • Exceptional Excel / data management skills


Bonus Points If

  • SQL, Python, R 

About the Team


The Community Operations Regional Team, is responsible for providing customer support to the rider/driver-partner and eats community.