Customer Strategy Analytics & Applied AI Lead

• 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
• 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
• 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

Benefits

• Work from anywhere: Our flexible policy lets you work from wherever you want.
• Equity in Owner: All full-time employees in eligible countries receive pre-IPO equity in Owner.
• Benefits to support your success: We set you up for success where you are and where you’re going.
• Healthcare Coverage: We offer comprehensive health, dental and vision plans.
• Unlimited PTO: Your schedule, your choice. We give our team members full empowerment to choose the time they want to work, and don’t micro-manage working hours.
• Team retreats: We love building real friendships with everyone that we work with, so we do several retreats per year – to deepen our friendships, celebrate our wins, and plan our future.- Want to build lasting systems and products, not one-off analyses
• Have felt torn about whether to pursue a business vs. technical/analytical career path (at Owner we believe these must merge)
• Get energized by new frontiers — defining the next version of CS strategy, not optimizing existing playbooks
• Are excited about applied AI: building AI-powered products, and using AI to change how analytics and building gets done
• Get more energy from building and shipping than from analyzing and presenting
• Aren’t afraid to pick up new tools and skills, from Claude Code to custom machine learning pipelines, whatever the problem requires
• Thrive in ambiguity and don’t need a playbook to figure out what to work on next
• When solving problems, dive deep to understand root causes and become a subject matter expert. You don’t stop at surface-level insights
• 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!
• 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
• Familiarity with how CS / Support orgs actually operate. Deep functional pedigree not required, but you should come up to speed quickly
• Experience with SaaS, marketplaces, or high-growth startups preferred
• Player-coach instinct: you take satisfaction in helping others do their best work. Formal management experience welcome but not required
• Restaurant industry experience is a plus!
• Comfortable with ambiguity; you don’t need a playbook to figure out what to work on next
• Self-sufficient operator — can run an end-to-end workstream without scaffolding