Lead, Customer Strategy Analytics & Applied AI

Owner is the AI-native system local business owners use to succeed, starting with restaurants. It powers everything from the restaurant's website, online ordering, CRM, and POS. We are building an extremely data and AI first Customer Strategy team within our Business Operations function. BizOps doesn't just analyze the business, we ship the products that drive it. This role is 100% remote and can be based anywhere in the US or Canada.

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 broader CS leadership to identify the highest-impact opportunities, then build the analyses, tools, and AI-powered systems that turn them into results.

You Should Apply If You

• Have felt torn about whether to pursue a business vs. technical/analytical career path (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 rather than optimizing existing playbooks

• Dive deep to understand root causes and become a subject matter expert

• Aren't afraid to pick up new tools and skills, from Claude Code to custom machine learning pipelines

• Thrive in ambiguity and don't need a playbook to figure out what to work on next

The Impact You Will Have

• Own Customer Analytics: design and ship data products and automated AI workflows for Customer Success and Customer Support

• Strategize across the customer lifecycle, working with the SVP of CS on the engagement model, org structure, and investment

• Direct the pod: set priorities for CS analytics and applied AI work, partnering with Associates

• Build AI-powered tools like churn risk scoring, CSM next-best-action systems, automated retention playbooks, and AI eval pipelines

• Accelerate impact with AI across analytics and operating workflows

What We're Looking For

• 5-7+ years in analytics, strategy, or ops (management consulting, startup analytics, BizOps, or a hybrid path)

• You've personally shipped data products, models, or AI-powered systems into production, not just delivered insights

• Excellent numerical skills; Claude (or equivalent agentic tooling) is a must; SQL/Python skills are a plus

• Familiarity with how CS / Support orgs operate; able to come up to speed quickly

• Self-sufficient operator who can run an end-to-end workstream without scaffolding

• Player-coach instinct; formal management experience welcome but not required

• Comfortable with ambiguity; experience with SaaS, marketplaces, or high-growth startups preferred