Job Description

Senior Program Analyst - Global Service Quality and Customer Satisfaction Program

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

The Sr Program Analyst on the Community Operations (CommOps) Global Quality and CSAT team is first and foremost a technical problem solver, who is able to dive into unstructured environments to design and build/code solutions. You will build and improve the tools that allow Uber to evaluate our community's support experience. These tools and systems enable internal and external stakeholders to leverage data and act upon insights. You will have the opportunity to work on a wide range of projects, and have exposure to stakeholders within (Product, Engineering, Operations) and outside Uber (customers, vendors).

What You’ll Do

• Build and improve upon the system which measures support quality, including process automation, data ETL, creating data visualization features, and more.
• Act as a global POC between Analysts and technical data teams, to ensure CommOps data needs are met
• Identify operational weaknesses and help improve or innovate new processes to keep local teams as efficient as possible
• Problem solve. We’re faced with new and interesting problems that need solved every single day. Identify and implement short-term solutions in a timely manner, while helping define the long-term solution.
• Build and own periodic reporting - Take advantage of the ever-growing amount of data we have at our fingertips to help stakeholders all over the world manage and improve our QA operations and tools
• Build data capture tools and automation - using SQL, Python
• Help troubleshoot and resolve bugs identified by end users
• Coordinate with members of other business teams spanning the company to measure the impact and efficiency of new initiatives and business processes

What You’ll Need

• BA/BS/Masters in Economics, Business, Engineering, Operations Research, or other quantitative focus
• Minimum 4 years of experience in a development/quantitative/analytic role, preferably within tech
• Advanced proficiency in SQL and Excel, and moderate to advanced proficiency in process automation scripting in Python, R, etc.
• Excellent analytical thinking - you connect the dots between the data and operations and gut check every number you see
• Strong communication and organization skills. Able to structure a project from idea to design / prototype to implementation
• Team player
• Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Balancing those can be challenging, and this should be a strength

Bonus Points if

• Experience working with support data, contact management analytics or customer insights
• Background in, or comfort with, statistical concepts
• Experience working with design, governance, or administration of IT systems and databases

About the Team

The CommOps Global Quality and CSAT team has 3 broad mandates - (1) Support the CommOps Leadership Team by driving projects and programs on Quality and CSAT that have global scope and impact, (2) Lay the foundational pieces of data, metrics, analytics and insights and coordinate best practices regionally, and (3) Drive communication and coordination amongst CommOps and between CommOps and HQ.

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.