Services Analytics Team Leader

inDrive
Almaty
Workplace: HybridFull timeFunction: Data Analytics & Business IntelligenceSkills: ["Communication","Strategic thinking","Stakeholder management","Mentoring","Data quality focus"]

Lead analytics for the Services cluster that protects trust, safety, and quality across inDrive interactions. You’ll own the analytics strategy and roadmap across Watchdocs, Trust & Safety, Customer Support, Customer Experience (VoC), and Antifraud—turning behavioral, operational, and feedback signals into decisions that reduce risk and improve user experience. Build and manage a team of 11+ analysts, standardize metrics and data quality, and partner with product, tech, operations, support, and compliance at company leadership levels.

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FursaFursa
inDrive
inDrive
21 hours ago

Services Analytics Team Leader

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Last checked: 4 hours agoStatus: Live

Job Summary

Lead analytics for the Services cluster that protects trust, safety, and quality across inDrive interactions. You’ll own the analytics strategy and roadmap across Watchdocs, Trust & Safety, Customer Support, Customer Experience (VoC), and Antifraud—turning behavioral, operational, and feedback signals into decisions that reduce risk and improve user experience. Build and manage a team of 11+ analysts, standardize metrics and data quality, and partner with product, tech, operations, support, and compliance at company leadership levels.
Location: Almaty
Workplace: Hybrid
Employment Type: Full time
Job Function: Data Analytics & Business Intelligence
Seniority: Manager level

Key Responsibilities

  • •Own the analytics strategy and roadmap for the Services cluster (Watchdocs, Trust & Safety, Customer Support, Customer Experience, Antifraud) and align it with company priorities.
  • •Build, grow, and develop a team of 11+ analysts through hiring, mentoring, and setting quality standards.
  • •Lead Antifraud analytics by detecting and quantifying fraudulent behavior and evaluating anti-fraud rule/model trade-offs (e.g., false positives).
  • •Lead Trust & Safety, Customer Support analytics, and related measurement of incidents, safety feature impact, support tooling/automation effectiveness, and WFM capacity/performance.
  • •Lead CX and Watchdocs analytics by connecting VoC metrics (CSAT/DSAT) to business outcomes and defining funnel/compliance coverage while balancing rigor and onboarding experience.

Key Requirements

  • •6+ years of experience in data or product analytics, preferably in tech, ride-hailing, marketplace, or platform businesses.
  • •2+ years of people management experience leading teams of 10+ people.
  • •Strong expertise in SQL and Python (or R) with a solid foundation in statistics and experimentation (A/B testing, causal inference).
  • •Ability to translate behavioral, operational, and feedback data into decisions balancing risk, cost, and user experience.
  • •Proficiency in BI tools (Tableau, Looker, Redash, or similar) and strong communication to technical and non-technical audiences.
Experience:Ride-hailingMarketplacePlatform
Skills:CommunicationStrategic thinkingStakeholder managementMentoringData quality focus
Languages:English
Tech Stack:SQLPythonRTableauLookerRedashA/B testingCausal inferenceForecasting

Company Brief

inDrive
A ride-hailing and mobility platform that lets passengers and drivers negotiate fares directly in real time. It also offers intercity travel, courier, and delivery services in multiple countries.
Industry: Mobility Platforms
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: Mountain View, United States
Founded: 2013
WebsiteLinkedIn