Customer Asset Lifecycle Lead

Owner.com•San Francisco, CA

2d•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 Owner's POS hardware fleet, which includes tablets, card readers, printers, routers, and kiosks. The current system relies on manual processes and Salesforce for tracking, which is becoming insufficient for scaling. This position will partner with Logistics, IT, Support, and Engineering teams to improve asset management, establish RMA processes, drive root-cause analysis for hardware issues, and develop troubleshooting playbooks. 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 repeatable, documented, and measurable ones.
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.
Builder's instinct; experience using tools like Claude and Codex to automate work, stand up internal dashboards, prototype playbook surfaces, or ship beyond job description.
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 inform purchasing decisions.
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 to resolve hardware issues without escalation.
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.