What are the responsibilities and job description for the Global Head Of Data Infrastructure and Strategy, Community Operations position at Uber?
About the Role
As the Lead of Global Data Infrastructure & Strategy team on the Community Operations (CommOps) team, will lead a strong team of analysts to help build data foundations for our team and Uber
You will work closely with product, data engineering and business teams to craft, build, maintain and communicate (1) the infrastructure built to serve CommOps’ business needs, (2) important metrics and their calculations for all of CommOps, and (3) scalable dashboards and reports to communicate these metrics and insights to all of Uber
This role has global scope and spans across all of Uber’s businesses (Mobility and Delivery).
The ideal candidate is experienced working with large data sets and data visualization, as well as being passionate about data and analytics. They will also have the ability to build consensus, and present to various business leaders here at Uber
Finally, if you're passionate being a people manager, excited to develop a team of hard working analysts, and working on projects that have a global impact for the company, then this is the role for you!
What You’ll Do
- Building a strategic data roadmap for CommOps data infrastructure projects in collaboration with product, engineering and CommOps stakeholders
- Partner with senior business leaders and partners to manage project intake, pipeline, prioritize, and manage staffing against key initiatives
- Be the voice of Community Operations to Tech / Product for all CommOps data needs - partner closely with them to ensure we have robust data pipelines and quality / integrity checks
- Define, instrument, and maintain new and existing business critical metrics, using SQL queries and beyond
- Serve as a strategic thought partner to the data engineering team; collaborate on building / maintaining ETLs, pipelines and automations so that we can understand and act on business performance accurately, scalably, with low latency, and minimal manual upkeep
- Own Global CommOps reporting and dashboarding to keep a pulse on Uber’s customer support operations - this impacts everyone in CommOps, from the Head of CommOps to the thousands of customer support agents and specialists globally
- Achieve even more scale and efficiency for CommOps Analytics & Insights by identifying redundancies across mega-regions, functions and teams and coming up with innovative solutions
- Ensure data quality by supervising performance, diagnosing issues, and creating solutions
- Manage data bug and outage process to ensure reliable reporting
Basic Qualifications
- 10 years experience working within business intelligence, analytics, data engineering, or a similar role
- 5 years of experience directly managing analytical teams
- Ability to code complex SQL queries; experience with Python
- Experience building pipelines and ETLs that transform structured and unstructured data sets in large-scale, sophisticated datasets (Hadoop, Hive, Vertica, Presto) into meaningful data models
- Experience building intuitive and impactful dashboards and data visualizations that drive business decisions (using Tableau, etc.)
- Teamwork - You care about your team and are passionate about helping them succeed, you love going heads down in SQL, but can also take a step back and understand the big picture
Preferred Qualifications
- MBA/MS/PhD degree
- Experience working in customer centric organizations
About the Team
Community Operations is the voice and face of Uber, and its largest org (10k employees). We work across the platform (Rides, Eats, U4B, Freight, Elevate and more) and are responsible for customer support, social media, sales / conversion, and safety response
The Data Infrastructure and Strategy team is the central Analytics and Insights (A&I) team for CommOps. Our projects are typically broad in scope, which means there is tremendous opportunity to make a huge impact on the business!