Operations Analyst, Demand Operations & Service Quality

The Demand Operations & Service Quality team drives conversion, retention and utilization within local markets via metrics design and oversight, issue mitigation, and key demand opportunities. The Ops Analyst, Demand Operations & Service Quality will provide analytical and operational support across the entirety of the Demand Ops & Service Quality team, with a focus on understanding top rider pain points, building dashboards for Ops Managers to self-serve data, investigating escalated metrics, and supporting marketplace enablement. This role reports to the Head of Demand Operations & Service Quality.

Responsibilities

Lead analytical reporting cadences for the Demand & Service Quality Operations team, preparing key reports, diagnosing issues, and identifying opportunities for improvement; Drive key projects to deep dive on operational challenges and improve business outcomes, supporting local operations managers with insights; Design and develop metrics and dashboards to enable operations managers to understand and self-serve data, leveraging AI to improve data analysis efficiency; Create opportunities to upskill local operations managers in data analysis; Communicate business results and insights to cross-functional partners and leadership; Partner with cross-functional teams to gain alignment on opportunities

Requirements

5-10 years of experience in analytical roles; Keen interest in advocating for the solutions your analysis produces; Exceptional data visualization, quantitative, and analytical modeling skills; Expert level in SQL, Excel / Google Sheets required; Ability to build data-driven business cases to make operational improvements; Strong communication skills with comfort presenting to senior leadership; Ability to bridge gaps between Data Science and Operations teams; Curiosity about metrics; Comfort with ambiguity and thriving in a 0 to 1 environment; Knowledge multiplier with ability to deploy AI tools and upskill team; Bachelor's degree in Business, Operations, Data Science, Mathematics or related field; Willing and able to travel up to 10% to visit local markets

Nice to have

Experience in a high-growth technology or mobility company; Expert-level SQL skills to query and model complex datasets, with experience building intuitive, ad hoc dashboards for operational self-service; Familiarity with Python, R, or similar statistical programming languages; Previous experience leveraging data to drive operational improvements; Previous experience in AV, mobility technology, urban planning or transportation

Benefits

Medical, dental and vision insurance; Mental wellness support; Gym membership; Special wellness programs; Competitive compensation; Bonus opportunities; Equity; Employees provident fund; Perks and employee discounts; Flexibility to work from another location for four weeks per year; On-site or hybrid work model; Remote working opportunities; Paid time off; Bereavement, sick, and parental leave; Discretionary annual bonus program; Equity incentive plan; Generous Company benefits program