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inDrive is seeking a Services Analytics Team Leader to lead analytics strategy and execution for the Services cluster—a critical set of domains spanning trust, safety, and quality across the ride-hailing marketplace. The Services cluster includes five interconnected areas: Watchdocs (driver document verification and compliance), Trust & Safety (incident management and safety features), Customer Support (product tooling, automation, and workforce management analytics), Customer Experience (Voice-of-the-Customer feedback and satisfaction metrics), and Antifraud (protection against abuse across rides, transactions, and ratings).
You will build and manage a team of 11+ analysts, partnering closely with product, operations, support, and compliance teams to translate behavioral, operational, and feedback signals into decisions that reduce risk while improving user experience. Your responsibilities include:
• Own the analytics strategy and roadmap for the Services cluster, align it with company priorities, and present it to senior leadership
• Build, grow, and develop a team of 11+ analysts through hiring, mentoring, and quality standard-setting
• Lead antifraud analytics: detect and quantify fraudulent behavior across rides, transactions, and ratings; evaluate anti-fraud rule effectiveness and false-positive trade-offs
• Drive Trust & Safety analytics: measure incident rates, evaluate safety feature impact, and prioritize risk-reduction initiatives
• Oversee Customer Support analytics: assess tooling and automation effectiveness, analyze contact-rate drivers, resolution quality, and workforce management metrics
• Lead CX analytics: connect CSAT/DSAT metrics to business outcomes like retention and revenue; translate feedback into prioritized actions
• Guide Watchdocs analytics: optimize the document-verification funnel, compliance coverage, and the balance between rigor and smooth onboarding
• Define and standardize metrics, definitions, and monitoring across the cluster; ensure data quality in partnership with data warehouse, data science, and engineering teams
• Establish best practices in experimentation (A/B testing), causal inference, forecasting, and effect measurement
• Partner cross-functionally at the company level and act as a trusted advisor to Head, Director, and C-suite stakeholders
REQUIREMENTS:
• 6+ years of experience in data or product analytics, preferably in tech, ride-hailing, marketplace, or platform businesses
• 2+ years of people management, leading teams of 10+ people, including other managers or team leads
• Strong expertise in SQL and Python (or R), with solid foundation in statistics and experimentation (A/B testing, causal inference)
• Proven ability to translate large volumes of behavioral, operational, and feedback data into decisions balancing risk, cost, and user experience
• Experience partnering with senior stakeholders (Head, Director, C-suite) and forming and defending strategy at company level
• Proficiency in BI tools (Tableau, Looker, Redash, or similar)
• Strong communication skills and ability to present complex findings to technical and non-technical audiences
• English proficiency at B2 or higher for international collaboration
NICE TO HAVE:
• Hands-on experience in Trust & Safety, Antifraud, Customer Support/WFM, CX/Voice-of-the-Customer, or compliance domains
• Experience with fraud/risk modeling, anomaly detection, or safety analytics
• Familiarity with text/sentiment analysis for customer-feedback data
• Experience scaling analytics across multiple countries and verticals
