Customer Insights and Advocacy Team Lead

About the Role

The CIA team's mission is to be the Voice of the Customer and translate support interaction data into actionable recommendations. This role requires a strong grasp of Uber's support policies, data analysis skills, and the ability to manage stakeholders. You will lead high-impact projects and present insights to key partners to drive change.

What You'll Do

1. Lead and Develop Your Team: Manage a team of analysts, providing consistent feedback, and identifying training opportunities to ensure they meet performance goals.
2. Analyze Data: Regularly dive deep into customer feedback and team metrics to spot trends and identify areas for improvement.
3. Improve Processes: Use data-driven insights to recommend and implement process changes that boost efficiency and quality.
4. Manage Projects: Prioritize and oversee high-impact projects, ensuring they are delivered on time and drive metric improvements.
5. Manage Stakeholders: Collaborate with other teams to present project insights and gain their buy-in for new initiatives.

1. Analytical Skills: Ability to analyze data, spot trends, and use insights to improve processes.
2. Leadership: Experience managing a team.
3. Stakeholder Management: Experience managing relationships with multiple teams to complete projects successfully.
4. Metric-Driven Management: Understanding of KPIs for both individuals and the business to track and improve performance.
5. Language: Proficient in English and Spanish.

1. Data & Process Automation: Expertise in Google Sheets and SQL to query data and automate manual processes for greater efficiency.
2. Operational Excellence: Experience identifying opportunities and leading process improvement initiatives to enhance productivity.
3. Project Management: Ability to manage projects from conception to completion, ensuring timely delivery and successful outcomes.
4. Proven Experience to Lead a Team: Including managing, mentoring, and onboarding new hires to ensure they are successful and productive