Customer Asset Lifecycle Lead

Owner.com•San Francisco, CA

8d•Hybrid

About The Position

Owner is seeking a Customer Asset Lifecycle Lead to manage the end-to-end lifecycle of customer-deployed hardware assets. This role is crucial for ensuring the health, accuracy, and operational rigor of all hardware shipped to merchants, including deployment, swaps, replacements, RMAs, and end-of-life processes. The lead will partner with Logistics, IT, Customer Support, and Engineering teams to improve asset data trustworthiness, establish RMA processes, guide purchasing decisions, drive system migrations, build troubleshooting playbooks, and contribute to fleet management tooling design. This is a senior individual contributor role with the potential to grow into managing a team.

Requirements

5+ years of relevant experience across some combination of: IT asset management, hardware support engineering, MDM administration (Esper, Hexnode, Kandji, Jamf, or similar), field operations, or customer-facing IT for a hardware product.
Direct experience with the operational reality of a deployed hardware fleet: RMA workflows, vendor RCA conversations, reverse logistics, asset data hygiene at scale.
Strong systems thinking. Ability to turn tribal knowledge processes into something repeatable, documented, and measurable.
Strong writing skills for troubleshooting playbooks.
Comfort working with engineers as peers.
Track record of partnering with customer-facing teams to make their work easier.

Nice To Haves

Background in POS, retail hardware, or another industry with deployed customer-owned devices.
Experience contributing to or maintaining a configuration management database (CMDB).
Familiarity with Salesforce as a system of record for hardware assets.
Comfort writing light scripts or SQL to investigate asset data.
A builder’s instinct, with experience using tools like Claude and Codex for automation.
Prior experience as the first person in a function, with growth into managing the team that followed.

Responsibilities

Own customer asset lifecycle end-to-end: deployment, swaps and replacements in the field, RMA, and end-of-life.
Make asset data trustworthy as the company scales.
Stand up the RMA process for field-defective hardware.
Triage QA failures, drive root-cause conversations with vendors, and feed learnings back into purchasing and engineering decisions.
Guide purchasing decisions on customer peripherals (cables, charging bases, readers, printers, routers).
Use field failure data to improve hardware selection.
Drive the long tail of the Hexnode to Esper migration to completion.
Own the cleanup of devices stuck in transition states.
Build troubleshooting playbooks for Tier 2 and eventually Tier 1 support teams.
Participate in rollout and rollback initiatives for fleet-wide hardware refreshes and configuration changes.
Be a first-class voice in the design of fleet management tooling: per-location device view, CMDB, and guided-troubleshooting surface.