Lead, Customer Strategy Analytics & Applied AI

Job description

About Owner Owner is the AI-native system local business owners use to succeed, starting with restaurants. We’re building the system that replaces the many tools owners use to run their business. It powers everything from the restaurant’s website, online ordering, CRM, POS, and more. Product philosophy Most small business software makes owners do the work to get what they want: sales growth and profit growth. Owner does the work for them agentically. Our system drives demand, converts it, and helps operators run their business day to day. As it improves, the business improves with it. Using Owner should feel like having a team of great operators, engineers, and marketers working for you. Our vision We’re starting by helping independent restaurants succeed online. But it’s not just restaurants that need our help. Most local businesses are struggling with these same problems. Huge technology corporations are taking their customers, bleeding their profits, and making it hard for them to survive. Once we nail the solution for restaurants – we’ll scale it into every other local business type. In the future we envision, tens of millions of local business owners will use our technology to succeed in the digital age. Read our Series C memo here → https://www.owner.com/c Our traction Since 2020, we've generated tens of millions in revenue and processed over a billion dollars of online orders. 1 in 5 Americans have used an Owner.com http://Owner.com website. More importantly, we’ve helped over 20,000 restaurant owners, and saved them nearly $200 million in fees. Our team Our team is now in the low hundreds. We’ve got top talent from the most successful companies in SMB software, including: Shopify, HubSpot, DoorDash, ServiceTitan, Rappi, Faire and Stripe. We’ll be scaling even faster in 2026 to keep pace with our customer growth. Where we work Owner is a remote-first, global company headquartered in San Francisco, with a sales hub in Toronto. For a few of our roles we prioritize in-person collaboration at one of our office locations. Most of our teammates are distributed throughout the globe. Please review the role description and discuss with your recruiter for more details on location! Why we're looking for you We are building an extremely data & AI first Customer Strategy team within our Business Operations function at Owner. BizOps doesn't just analyze the business — we ship the products that drive it. The CS analytics function has already built churn risk signals, CSM engagement scoring, and Support analytics that shape how the company invests in retention. And we're just getting started. CS is at an inflection point: new product lines, AI-led engagement, plans to branch into new verticals, and a growing book of business that needs to scale beyond what CSMs can cover manually. This role will be at the center of designing our strategy using a data-backed approach, and leading the follow-through. As a Lead, Customer Strategy Analytics & Applied AI, you'll be a senior contributor who drives analytics and strategy end-to-end for the CS org. You'll work directly with the SVP of CS and the broader CS leadership team to identify the highest-impact opportunities, then build the analyses, tools, and AI-powered systems that turn them into results. This role is 100% remote and can be based anywhere in the US or Canada. You should definitely apply if you… - Have felt torn about whether to pursue a business vs. technical/analytical career path (at Owner we believe these must merge). - Get more energy from building and shipping than from analyzing and presenting. - Are excited about applied AI: building AI-powered products, and using AI to change how analytics and building gets done. - Get energized by new frontiers — defining the next version of CS strategy, not optimizing existing playbooks. - When solving problems, dive deep to understand root causes and become a subject matter expert. You don't stop at surface-level insights. - Aren't afraid to pick up new tools and skills, from Claude Code to custom machine learning pipelines, whatever the problem requires. - Want to build lasting systems and products, not one-off analyses. - Thrive in ambiguity and don't need a playbook to figure out what to work on next. The impact you'll have - Own Customer Analytics: Improve the analytics, engagement and AI integration strategy for Customer Success and Customer Support. This isn't just an insights role - you'll design and ship data products and automated AI workflows that enable teams to act on data without waiting for analysis. - Strategize across the customer lifecycle: Work directly with the SVP of CS on our customer engagement model, org structure, and where CS should invest its hours — bringing rigor and a point of view to the biggest strategic questions. - Direct the pod: Set the priorities and direction for CS analytics + applied AI work. Guide the work happening in your pod, partnering with Associates to shape analyses, recommendations and builds. - Build AI-powered tools that drive incremental value: Ship things like churn risk scoring, CSM next-best-action systems, automated retention playbooks, and AI eval pipelines that change how CSMs and Support operate. - Accelerate impact with AI: Establish how CS analytics and the broader BizOps team uses AI to multiply output across analytics and operating workflows. Who you'll work with - Reporting Structure: This role reports to Nali Amin, Director of Business Operations – Customer & Product. - Cross-functional Partners: This is the most cross-functional team within Business Operations; you'll collaborate with Product, Sales, Launch, Enablement, and RevOps, and partner most closely with Customer Success. - Technical Collaboration: You will collaborate with Analytics Engineers on all technical aspects, including data modeling, data quality, and the use of tools like DBT and Snowflake. - Executive Visibility: This work directly drives our customer strategy, which means regular exposure to senior and executive leadership and close partnership with the SVP of Customer Success. What we're looking for - 5–7+ years in analytics, strategy, or ops — whether that's management consulting, startup analytics, BizOps, or a hybrid path that's hard to label - You've personally shipped data products, models, or AI-powered systems into production — not just delivered insights - Excellent numerical skills, with additional technical background or education strongly preferred. Claude (or equivalent agentic tooling) is a must; SQL/Python skills are a plus! - Familiarity with how CS / Support orgs actually operate. Deep functional pedigree not required, but you should come up to speed quickly - Self-sufficient operator — can run an end-to-end workstream without scaffolding - Player-coach instinct: you take satisfaction in helping others do their best work. Formal management experience welcome but not required - Comfortable with ambiguity; you don't need a playbook to figure out what to work on next - Experience with SaaS, marketplaces, or high-growth startups preferred - Restaurant industry experience is a plus! Compensation and benefits The estimated base salary range for this role is $190,000 – $210,000, plus a generous pre-IPO equity package Other benefits include comprehensive health coverage, remote-first workplace, unlimited PTO - plus extra fun perks! Notice - Employment Scams Communication from our team regarding job opportunities will only be made by an Owner team member with an @owner.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers or banking information. If you believe you are being contacted by a scammer, please mark the communication as "phishing" or “spam” and do not respond.