Operations Analyst (Demand Operations & Service Quality)

Join our Demand Operations & Service Quality team as an Operations Analyst. In this role, you will provide analytical and operational support, focusing on understanding rider pain points, building dashboards, investigating metrics, and supporting marketplace enablement. You will lead analytical reporting cadences, drive key projects, design metrics and dashboards, and communicate insights to cross-functional partners and leadership. This position offers a hybrid work model, competitive compensation, and a comprehensive benefits package.

• 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; support local operations managers with insights to elevate the service in their markets.
• Design and develop metrics & dashboards to enable operations managers to understand and self-serve data; leverage AI to improve data analysis efficiency.
• Comfort with Ambiguity: Thrive in a "0 to 1" environment by bringing structure to messy, undefined data and building foundational reporting frameworks from the ground up
• Bachelor’s degree (Business, Operations, Data Science, Mathematics or related field)
• Analytical rigor: Exceptional data visualization, quantitative, and analytical modeling skills (e.g., expert level in SQL, Excel / Google Sheets required) and the ability to build data-driven business cases to make operational improvements
• Curiosity! Unending curiosity about the metrics you set out to investigate and a desire to keep pulling the thread until you’ve figured out what’s going on
• 5-10 years of experience in analytical roles, with a keen interest in advocating for the solutions your analysis produces
• Knowledge Multiplier: Go beyond individual contribution by serving as our analytics expert and teaching our team how to effectively deploy AI tools to upskill and elevate our collective data literacy
• Bridge between data & operations: Ability to bridge gaps between Data Science and Operations teams to ensure insights drive operational success and continuous improvement
• Strong communication skills: Exhibit comfort presenting to senior leadership and mastery in collaborating across stakeholder groups
• Expert-level SQL skills to query and model complex datasets, with experience building intuitive, ad hoc dashboards for operational self-service
• Experience in a high-growth technology or mobility company
• Familiarity with Python, R, or similar statistical programming languages is a plus
• Previous experience in AV, mobility technology, urban planning or transportation
• Previous leveraging data to drive operational improvements