About The Role
The Service Analyst Senior Team Lead serves as the
Core Governance and Performance Improvement Champion of Uber's customer support organization. This role is the bridge between raw metrics and operational excellence and execution, ensuring that performance data is not just reported, but is
credible, actionable, and leveraged to sustain world-class performance standards. The core mission is to move the organization from
Data → Insights → Call to action → Execution.
Mission
We are
the strategic connective tissue of the customer support team, ensuring technical rigor in data drill-down analysis, proactive risk mitigation, and unified execution across all support functions.
Key Responsibilities
- Operational Intelligence & Data Governance: Ensure all performance data is readily available in partnership with Reporting functions and easily accessible to delivery leaders for real-time decision-making.
- Validate the credibility and sustainability of performance data to ensure a single source of truth across the site.
- Uncover deep operational intelligence insights that identify hidden cringe, bottlenecks or opportunities for performance improvement and optimization.
- Action-Oriented Visualization: Review and refine all Dashboards to move beyond passive reporting toward Call to Action visualizations.
- Design and govern monitoring systems focused on Controlling Progress, specifically achieving the Path to Green for underperforming metrics.
- World-Class Performance Reviews: Establish and maintain best-in-class practices for performance governance, ensuring reviews are data-driven and focused on ownership and accountability and outcomes driven.
- Conduct regular Metric Calibration & Baselining sessions with Delivery, QA, and Training leads to ensure a unified performance landscape.
- Team Management: Manage a specialized team reviewing knowledge base contents, dogfooding / testing and other special / adhoc projects from stakeholders. Able to manage the allocation of resources to complete multiple projects.
- Manage a team of service analysts with specific core governance and monitoring scope aimed in sustaining and optimizing performance.
Basic Qualifications
- Experience: 4+ years in data-driven analytics and root cause analysis . Main tasks include core governance and monitoring, with a specific focus on performance improvement and optimization
- Experience in Performance dashboard reviews and Deep Dive Analysis to Insights
- Soft Skills: Proven ability to present complex data as Executive Insights that lead directly to operational execution.
Preferred Qualifications
- UI and User Experience Skills: Excel capabilities and data visualization (Power BI/Tableau) with an emphasis on dashboard UI/UX that promotes user action.
- Experience designing Early Warning Systems that flag Amber/Red status before they impact the business.
- PMO Certification: PMP (Project Management Professional) or CAPM certification.
- System Design: Experience designing Early Warning Systems or automated dashboards that flag metric deviations (Amber/Red status) before they occur.
