Job Description

Analytics & Reporting Analyst - Costa Rica

At Uber, we ignite opportunity by setting the world in motion. We take on big problems to help drivers, riders, delivery partners, and eaters get moving in more than 600 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.

About the Role

Uber’s Center of Excellence (COE) is a contact management center where we provide outstanding customer support and incubate new processes, while building trust for riders, drivers and restaurants —our community—. This is a core feature of our product experience. We invest in this mission and aim to serve our community with the highest quality, in the smartest and most efficient way.

We are looking for a creative Analyst, passionate about Data, with the skills to understand the business and provide valuable information to help us make decisions (...are you feeling alike!?). The candidate must be willing to interact with business stakeholders from LatAm and beyond. We work in a multinational scope, and the changes + innovations are part of our culture.

You will help to support strategic decision making processes through your analytics, heavy data driven approach and operational mindset. The ideal candidate for this role should have strong analytical skills, excellent time-management, priority setting and organizational habits, and the ability to clearly communicate and present information to seek buy-in.

• Build, maintain and optimize Analytics’ Dashboards & Reports for the COE and other centers
• Continually improve and automate our methods for gathering data, and incorporate it into real-time models, analysis, and actions
• Review data models and queries while performing weekly and ad-hoc data analysis to keep the nerve center of our operations engine running at full speed
• Effectively communicate insights and “tell the story” around data
• Work with the regional teams to help optimize and automate reporting and ad-hoc requests
• Participate in the understanding and definition of performance metrics (KPI), to evaluate teams and make accurate business-decisions

• Bachelor’s degree (Engineering, Systems, Business Admin, or related field).
• 0 - 2 years of experience. (students about to graduate will be considered, as far as you have the technical skills)
• Working proficiency in English (you will be evaluated during the process)
• Exceptional communication and organization skills
• Explorer - the ability to self-serve, investigate and get the data we require will make you much more effective in this role. Self-starter attitude is a must!
• An ace problem solver. Embrace challenges and get stuff done. Express creative problem solving skills, structured thinking & be highly process oriented
• Data-driven and analytical in mindset. You can look at any spreadsheet and know the right questions to ask to get to actionable outcomes, and you know how to explain data in a compelling way
• SQL knowledge (testable proficiency)
• Excel or Google Sheet proficiency

Bonus if

• Data processing and Scripting languages like: Python, R, or similar.
• Dashboard & Visualization tools, like: Tableau, PowerBI, QuickView, Celonis, Dashbuilders, or similar.
• Data Science tools & Statistical packages, like: R Studio, Rapid Miner, SAS, SPSS, MatLab, Gretl, or similar.
• Knowledge on Contact Center management concepts: Metrics, KPI, ITIL, Customer Care processes

The COE Analytics & Reporting team is responsible to build, maintain and optimize Dashboards and Reports, for our leaders to get the insights needed during the business decision-making processes. We detect optimization opportunities and work on process improvements, along with Workforce, Quality and Learning, guaranteeing results of the COE and consequently the highest service level for our riders, driver partners, restaurants, eaters and couriers. We dive deeply on data, identify patterns, and deliver insights that help to optimize operations regionally. Reviewing data models and queries while performing ad-hoc data analysis is one of the key responsibility to keep the nerve center of our operations engine running at full speed.

See our Candidate Privacy Statement

At Uber we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products and our community. Uber is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.