Data Analytics Specialist, Global Support Abuse

Job Description

This role is part of the Support Abuse Analytics and Insights team, which sits within a broader Global Planning, Strategy & 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 Abuse data analytics specialist will help in defining and monitoring key business metrics for the Global Support Abuse program, which has a mission of driving efficient, fair, and accurate resolution of refunds and appeasements requests by Uber users by ensuring that automated and manual policies are not abused. This analytics team will also be partnering with many Product / Data Science / Operational teams to tackle key support abuse goals. As a data analytics specialist for the team, you will help drive impact by being a subject matter expert of our data, as we'll as assisting the team in driving projects through a data perspective. Your Impact in Role: 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 Occasionally train and mentor junior team members on analytic best practices The Experience you'll Bring: 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 (eg Tableau, Looker Studio, Excel / Google Sheets) Preferred Qualifications: Coding with best practices (optimized & reusable code, versioning, etc) Creating flows (ex.: Lucidchart) Basic statistics knowledge, affinity with: experimental design and A/B Testing, Percentiles, distributions, regression analysis Exposure to: Scrum process (eg Jira) and interpretation and preparation of technical documentation Willingness to develop subject matter knowledge on Support Abuse and specific business processes to drive impactful analytic insights