Services Analytics Team Leader – Kazakhstan
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.
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
- 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
- Help us challenge injustice by creating fair choices for millions of people across 48 countries
- Develop your professional skills with access to mentoring, career consulting, and learning programs
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects
- Work alongside people who take initiative, speak openly, and challenge themselves to grow
- Improve your language skills through co-financed courses and internal speaking clubs
