Service Analyst Senior Team Lead

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

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 insustaining and optimizing performance. Basic Qualifications - Experience: 4+ years in data-driven analytics and root cause analysis . Main tasks include coregovernance and monitoring, with a specific focus on performance improvement and optimization - Experience in Performancedashboard 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. Uber's mission is to reimagine the way the world moves for the better. Here, bold ideas create real-world impact, challenges drive growth, and speed fuelds progress. What moves us, moves the world - let's move it 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 .