Services Analytics Team Leader

About the role

You will lead the analytics function for the Services cluster, safeguarding trust, safety and quality across the inDrive platform. The role spans five interconnected areas – Watchdocs, Trust & Safety, Customer Support, Customer Experience and Antifraud – and requires turning large volumes of behavioral and feedback data into actionable decisions that reduce risk while enhancing user satisfaction.

Key responsibilities

• Own the analytics strategy and roadmap for the Services cluster and defend it before senior leadership.
• Build, grow and mentor a team of 11+ analysts, handling hiring, performance standards and professional development.
• Lead Antifraud analytics: detect fraudulent behavior, evaluate anti‑fraud rules and models, and balance false‑positive rates.
• Drive Trust & Safety analytics: measure incident rates, assess safety‑feature impact and prioritize risk‑reduction initiatives.
• Oversee Customer Support analytics: evaluate tooling and automation effectiveness, monitor contact rates, resolution quality and workforce management metrics.
• Lead Customer Experience analytics: connect Voice‑of‑Customer metrics (CSAT/DSAT) to business outcomes such as retention and revenue.
• Guide Watchdocs analytics: monitor driver document verification processes and compliance data.

Required profile

• Proven experience leading analytics teams in a fast‑paced, data‑driven environment.
• Strong stakeholder management skills, partnering with product, operations, support and compliance functions.
• Ability to translate complex data signals into clear business recommendations.
• Strategic mindset with a focus on balancing risk mitigation, cost efficiency and user satisfaction.

Required skills