Lead, Customer Strategy Analytics & Applied AI

About the role

We are looking for a Lead, Customer Strategy Analytics & Applied AI to join our rapidly growing Customer Strategy team within Business Operations at Owner. This role is 100% remote and can be based anywhere in the US or Canada.

Responsibilities

• Own Customer Analytics: Improve the analytics, engagement and AI integration strategy for Customer Success and Customer Support.
• 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.

Requirements

• 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!

Qualifications

• 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.
• Be excited about applied AI: building AI-powered products, and using AI to change how analytics and building gets done.
• Be 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.
• Be not 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.