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inDrive is seeking a Services Analytics Team Leader to lead analytics for the Services cluster—the set of domains protecting trust, safety, and quality across the marketplace platform. This role oversees five interconnected areas: Watchdocs (driver document verification and compliance), Trust & Safety (incident management and safety features), Customer Support (product tooling, automation, and WFM analytics), Customer Experience (Voice-of-the-Customer feedback and satisfaction metrics), and Antifraud (protecting rides, transactions, and ratings from abuse).
You will build and manage a team of 11+ analysts, partnering closely with product, operations, support, and compliance to transform behavioral, operational, and feedback signals into decisions that reduce risk while improving user experience. Your responsibilities include owning the analytics strategy and roadmap for the Services cluster, aligning it with company priorities, and defending it to senior leadership. You will lead antifraud analytics to detect and quantify fraudulent behavior and evaluate the effectiveness of anti-fraud rules. You will drive Trust & Safety analytics by measuring incident rates and evaluating the impact of safety features. You will oversee Customer Support analytics, assessing tooling effectiveness, contact-rate drivers, resolution quality, and WFM metrics. You will lead CX analytics, connecting CSAT/DSAT metrics to business outcomes like retention and revenue. You will guide Watchdocs analytics, optimizing the document-verification funnel and compliance coverage. Additionally, you will define and standardize metrics, definitions, and monitoring across the cluster, establish best practices in experimentation and causal inference, and act as a trusted advisor to Head/Director/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
- 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
