About the Team:The Guest Lifecycle & Loyalty (LILO) team is building what amounts to a world-class marketing agency for every restaurant on Owner - running automatically, at scale, with data-driven optimization that even a great agency could never match. We own the messaging, loyalty, and intelligence that turn first-time guests into repeat guests and long-term regulars across email, SMS, and push, along with the systems that power segmentation, experimentation, and measurement - so restaurants can reliably grow repeat orders and lifetime value.
Our work sits at the intersection of product, data, and deliverability/reliability: we're scaling high-volume communications safely, improving attribution and experimentation rigor, and raising the quality and timeliness of the customer data that drives personalized outreach.
And we're at an inflection point. The foundations - reliable delivery, trustworthy attribution, modern campaign infrastructure - are coming together, and that unlocks the exciting part: making marketing radically more personalized at both the restaurant and the guest level. Picture campaigns that generate themselves from real-world signals, creative that adapts to each restaurant's brand voice, and channel, item, and offer decisions optimized for each individual guest. Some of that will run on LLMs; much of it, at guest scale, will require classic ML systems we haven't built yet.
What you'll work on:- Own high-impact lifecycle initiatives end-to-end (from ambiguous goal design build launch iteration), spanning guest journeys like activation, reactivation, graduation, and loyalty.
- Build reliable messaging and data pipelines that power campaign execution (segmentation, scheduling, send-time optimization) across email/SMS/push at scale.
- Raise the bar on deliverability and compliance (domain warmup, provider policies, Twilio registration, throttling/guardrails), ensuring we can send safely while maximizing reach and performance.
- Establish an experimentation + measurement loop for lifecycle: holdouts, incremental lift, attribution quality, and analytics instrumentation that product and marketing can trust.
- Improve platform observability and operational excellence with SLOs, dashboards, alerting, and incident-ready runbooks for business-critical pipelines.
- Ship AI-assisted capabilities that make lifecycle marketing more autonomous (e.g., smarter targeting, creative generation, and adaptive campaign optimization), with a bias toward production-ready systems.
- Multiply the team through technical leadership: set engineering standards, review designs, mentor engineers, and partner cross-functionally with Product, Data, Marketing, and other GPV Growth teams.
What we need:- Strong technical leadership and action bias.
Proven ability to drive multi-quarter, cross-functional initiatives from problem framing through measurable outcomes. - AI-leaning builder.
Hands-on experience shipping AI-assisted features or platform capabilities (LLMs, embeddings, ranking, or ML-adjacent systems), and a pragmatic approach to evaluation, safety, and iteration. - Strong end-to-end ownership.
Ability to take projects from vague problem statements through design, implementation, and production support. - Product-oriented engineering judgment.
Able to make tradeoffs that balance speed, quality, and long-term platform leverage in a fast-moving environment. - Strong communication and collaboration.
Ability to align stakeholders and influence decisions across teams without authority. - Data & experimentation rigor.
Comfort defining success metrics, running controlled experiments/holdouts, and debugging performance changes across complex funnels.
Pay and benefits- The estimated starting base salary range for this role is $190K-220K depending on level, location and experience, plus a generous pre-IPO equity package
- Other benefits include comprehensive health coverage, work from anywhere (remote-first workplace), unlimited PTO - plus extra fun perks!
