Services Analytics Team Leader

Job description

You will lead analytics for the **Services** cluster — the set of domains that protect trust, safety, and quality across every interaction on our platform. This is where the integrity of the marketplace is safeguarded and where millions of passengers and drivers experience inDrive as a safe and reliable place to be. Your teams will span five closely connected areas: **Watchdocs** (driver document verification and work with the compliance base), **Trust & Safety** (everything related to trust and safety in rides — incidents and safety features), **Customer Support** (both the product tooling for handling user requests and the automation of that work, plus WFM analytics of support agents' performance), **Customer Experience** (Voice-of-the-Customer feedback and connecting satisfaction metrics such as CSAT/DSAT to business metrics), and **Antifraud** (protecting rides, transactions, ratings, and more from abuse across inDrive). You will build and manage a team that partners closely with **product, operations, support, and compliance** to turn a large volume of behavioral, operational, and feedback signals into decisions that reduce risk and improve experience at the same time. From detecting and quantifying fraud across rides and transactions, to measuring the real business impact of safety features and support automation, to linking customer-feedback metrics (CSAT/DSAT) with core business outcomes — your work will define how the company balances protection, cost, and user satisfaction. In this role, you will act as a **strategic partner** to product and business leaders, as well as to Trust & Safety and Compliance stakeholders — shaping the analytics agenda for the Services cluster, defending its strategy in front of senior leadership, and building scalable processes, metrics, and standards that make trust and safety measurable across the whole platform.