inDrive

Global ride-hailing platform with fare negotiation

Services Analytics Team Leader

Data ScienceUpdated on Nov 13

Full-timeLimassol, CyprusNo salary listedHybrid

About the Job

Requirements

At least 6 years of experience in data or product analytics, preferably in technology, ride-hailing, marketplace, or platform businesses.
At least 2 years of people-management experience leading teams of 10 or more people, including other managers or team leads.
Strong expertise in SQL and Python or R, with a solid foundation in statistics and experimentation, including A/B testing and causal inference.
Ability to translate large volumes of behavioral, operational, and feedback data into decisions that balance risk, cost, and user experience.
Experience partnering with senior stakeholders, including Head, Director, or C-suite stakeholders, and forming and defending strategy at the company level.
Proficiency in business intelligence tools such as Tableau, Looker, Redash, or similar tools.
English proficiency at B2 or higher for international collaboration.

Responsibilities

Own the analytics strategy and roadmap for the Services cluster, including Watchdocs, Trust & Safety, Customer Support, Customer Experience, and Antifraud; align it with company priorities and defend it before senior leadership.
Build, grow, and develop a team of 11 or more analysts by hiring, mentoring, and setting quality standards across the cluster.
Lead Antifraud analytics by detecting and quantifying fraudulent behavior across rides, transactions, and ratings, and evaluating anti-fraud rules and models, including their trade-offs with false positives.
Drive Trust & Safety analytics by measuring incident rates, evaluating the impact of safety features, and helping prioritize initiatives that reduce risk for passengers and drivers.
Oversee Customer Support analytics by assessing support tooling and automation effectiveness, contact-rate drivers, resolution quality, and workforce management analytics for agent capacity and performance.
Lead Customer Experience analytics by connecting Voice-of-the-Customer metrics, including CSAT and DSAT, to business outcomes such as retention and revenue, and turning feedback into prioritized product and operational actions.
Guide Watchdocs analytics covering the document-verification funnel, compliance coverage, and the balance between compliance rigor and a smooth driver-onboarding experience.
Define and standardize metrics, definitions, and monitoring across the cluster, and ensure data quality in partnership with data warehousing, data science, and Engineering.
Establish team best practices in experimentation, causal inference, forecasting, and effect measurement.
Partner cross-functionally at the company level with Product, Tech, Business, data warehousing, data science, and Engineering, and act as a trusted advisor to Head, Director, and C-suite stakeholders.

Desired Qualifications

Hands-on experience in a Services domain, such as Trust & Safety, Antifraud, Customer Support or workforce management, Customer Experience or Voice-of-the-Customer, or compliance.
Experience with fraud or risk modeling, anomaly detection, or safety analytics.
Familiarity with text or sentiment analysis for customer-feedback data.
Experience scaling analytics across multiple countries and verticals.

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.

Own the analytics strategy and roadmap for the Services cluster (Watchdocs, Trust & Safety, Customer Support, CX, Antifraud), align it with company-level priorities, and defend it in front of senior leadership
Build, grow, and develop a team of 11+ (analysts) — hiring, mentoring, and setting quality standards across the cluster
Lead Antifraud analytics: detect and quantify fraudulent behavior across rides, transactions, and ratings; evaluate the effectiveness of anti-fraud rules and models and their trade-off with false positives
Drive Trust & Safety analytics: measure incident rates, evaluate the impact of safety features, and help prioritize initiatives that reduce risk for passengers and drivers
Oversee Customer Support analytics: assess support tooling and automation effectiveness, contact-rate drivers, resolution quality, and WFM analytics for agent capacity and performance
Lead CX analytics: connect Voice-of-the-Customer metrics (CSAT/DSAT) to business outcomes such as retention and revenue, and turn feedback into prioritized product and operational actions
Guide Watchdocs analytics: the document-verification funnel, compliance coverage, and the balance between compliance rigor and a smooth driver onboarding experience
Define and standardize metrics, definitions, and monitoring across the cluster; ensure data quality in partnership with DWH, DS, and Engineering
Establish best practices in experimentation (A/B testing), causal inference, forecasting, and effect measurement across the team
Partner cross-functionally at the company level (Product & Tech & Business, DWH, DS, Engineering) and act as a trusted advisor to Head / Director / C-suite stakeholders

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 a 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 that balance risk, cost, and user experience
Experience partnering with senior stakeholders (Head / Director / C-suite) and forming and defending strategy at the company level
Proficiency in BI tools (Tableau, Looker, Redash, or similar)
Strong communication skills and the ability to present complex findings clearly to both technical and non-technical audiences
English proficiency at B2 or higher for international collaboration

Nice to Have

Hands-on experience in one of the Services domains — 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

About the Company

inDrive

Global ride-hailing platform with fare negotiation

inDrive operates a global mobility and urban services platform that connects passengers with independent drivers through a fare-negotiation system. Riders propose a trip price, and nearby drivers can accept, decline, or counteroffer, creating a peer-to-peer ride-hailing model. The service has expanded to intercity rides, delivery and cargo, groceries, advertising, and driver-focused fintech within its app. Unlike typical ride-hailing apps that use fixed fares, inDrive enables price negotiation and direct driver-rider interaction, and it pursues growth through a venture arm that funds ride-hailing-adjacent startups in emerging markets. This broader strategy aims to build a super-app for urban and gig-economy needs, with the goal of offering a wide range of mobility and urban services in 48 countries.

Company size: 10,001+
Company stage: Debt Financing
Total funding: $532M
Headquarters: Mountain View, CA
Founded: 2012

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