About the Role
At Uber, providing amazing support that establishes trust for riders and driver partners -our community- is a core feature of our product experience. We invest in it and believe in providing the highest quality service executed in the smartest, most efficient way.
Community Operations is pioneering how Uber manages customer experience and support around the globe.
As the Head of Analytics & Insights for Community Operations in APAC, you will lead a dynamic team of data analysts to drive data-driven decision-making across one of the most diverse and complex regions at Uber. Your leadership will shape operational strategy, improve customer experience, and deliver measurable business impact. This role combines strategic vision, technical expertise, and operational execution, making it central to Uber's growth and success in APAC and globally.
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What You'll Do
- Set the analytic vision for Community Operations in APAC, translate that vision into specific projects and objectives, and drive successful execution of those projects
- Lead a large regionally-distributed team of managers and analysts, working to identify and grow analytic talent
- Enable high-quality, effective customer support throughout APAC by partnering with regional and global leadership to identify opportunities for improving user experience and organizational efficiency
- Provide data-driven methods to evaluate the impact of changes in product features, service models and support operations (experimentation, causal inference, etc.)
- Maximize Uber's investment in analytics by coordinating with senior business stakeholders to prioritize analytic work to meet short- and long-term goals
The Experience You"ll Bring
---- Basic Qualifications ----
- 8+ years experience in analytics, business intelligence, data engineering, or a similar role, with 1-2 years as an individual contributor in these areas
- 3+ years experience managing a team
- BA/BS/Masters in Economics, Business, Engineering, Operations Research, or other quantitative focus (or equivalent work experience)
- Basic proficiency with SQL queries
- Knowledge of data visualization techniques and tools (e.g. Tableau, Looker Studio, Excel / Google Sheets or similar tools)
- Experience with Python / R
- Experience in communicating with and presenting to senior leaders
- Comfort in working with ambiguity in a fast-paced environment
- Exceptional business acumen and experience leading high visibility projects and influencing others in a cross-functional team environment
---- Preferred Qualifications ----
- Knowledge of customer support / success, especially around policy optimization, trust and fairness in a marketplace business, and how to measure customer satisfaction and sentiment
- 1+ years of experience managing managers
- Graduate degree (MBA, MS/PhD in relevant field)
- Experience working with globally distributed stakeholders and peer teams
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.
Offices continue to be central to collaboration and Uber's cultural identity. Unless formally approved to work fully remotely, Uber expects employees to spend at least half of their work time in their assigned office. For certain roles, such as those based at green-light hubs, employees are expected to be in-office for 100% of their time. Please speak with your recruiter to better understand in-office expectations for this role.
*Accommodations may be available based on religious and/or medical conditions, or as required by applicable law. To request an accommodation, please reach out to accommodations@uber.com.