Playbook

• Respond to and resolve customer support tickets via Intercom • Assist with credit card dispute resolution and fraud investigations • Maintain and improve help center articles and internal support documentation • Support product launches and new feature rollouts with user education and in-product messaging • Collaborate with the broader team on escalations to Product and Engineering

• Own the content strategy across organic search, social, video, written, podcast, and creator enablement. Define what we do, what we do not do, and why. • Set and maintain the editorial bar. Establish the production workflows, the quality standard, and the cadence the team can sustain. • Lead with the work. In your first phase, you will write, produce, and ship a meaningful share of the content yourself. We expect senior leaders to model the bar. • Build the team. Identify the right roles, hire the right people, and develop them. • Drive measurable outcomes. Define a small set of content KPIs and build the reporting that ties content output to pipeline, signups, and revenue. • Partner across the company. Coordinate with Growth, Product Marketing, Sales, and Product. Your work should compound theirs and vice versa. • Use modern tools to expand output. Identify and deploy the AI workflows, automations, and editorial systems that let a small content team punch above its weight.

• Design and build Playbook's data warehouse from the ground up in Dataform or dbt on BigQuery — defining our raw/staging/intermediate/marts architecture, modeling conventions, naming, and testing standards. • Own our ingestion layer — manage and extend our Hevo setup across Stripe, production Postgres (AWS), Mixpanel, GA4, HubSpot, Meta Ads, Google Ads, Ahrefs, PostHog, and new sources as they come. • Establish CI/CD, testing, and data quality practices for the warehouse — environments, automated tests, lineage, freshness checks, and alerting so we can trust what we ship. • Be the Growth team's data partner — turn their questions into production-grade data models, define and codify business metrics (MRR, churn, LTV, CAC, activation, retention, attribution), and make self-serve analytics actually self-serve. • Own, build, and evolve Playbook's creator-facing analytics product — the data layer that powers the metrics and insights creators see inside the platform about their own business performance. • Support product and engineering teams on data-heavy features — partner on data models, pipelines, and metric definitions for features that rely on the warehouse. • Own data requests across the company — triage, prioritize, and either solve them directly or invest in the models that unblock them at scale. • Maintain and evolve our BI layer — making sure dashboards and reports are trustworthy, documented, and built on top of our modeled layer rather than raw tables. • Set the direction for Playbook's data platform — what to build vs. buy, where to invest, and how the stack should evolve as we grow.

• Lead a small, high-performing team of engineers while staying hands-on as a part-time individual contributor. • Write code, contribute to architecture, and lead by technical example. • Partner closely with Product and Design, own the team's execution cadence, and create an environment where engineers do their best work. • Align the team with product goals and unblock critical features or review key architectural decisions. • Drive accountability for team delivery.

• Design and implement new features across the stack (Node.js and ReactJS), with a strong focus on usability, clarity, and real user value, shaping APIs and GraphQL contracts as part of the feature design process. • Build and evolve backend services and APIs (REST and GraphQL) that power our platform. Focus on reliability, maintainability, and clean integrations with frontend applications and third-party services. • Work closely with Product Managers and Designers to translate requirements into practical, well-scoped technical solutions. • Contribute to Engineering Requirement Documents (ERDs) that define data models, API contracts, and integration points before implementation begins. • Write clean, readable, and well-tested code. Participate in code reviews and contribute to shared standards around quality, testing, and maintainability. Improve existing systems where it provides clear product or developer value. • Take responsibility for the features you build. Identify issues or gaps, propose improvements, and iterate based on feedback. You’re comfortable working with some ambiguity and adapting as requirements evolve. • Ability to break down product requirements into data models, GraphQL types, and frontend component structure before writing implementation code.

• Work with Product to understand the problem before jumping to solutions • Design clear, practical flows that creators and users can actually use • Think through edge cases and system behavior early, not after build starts • Share work early and often to unblock the team • Adjust designs based on real feedback, constraints, and learnings • Help keep the product consistent without over-designing

• Own the full sales cycle from prospecting to close • Build and manage outreach campaigns to high-value fitness and wellness creators • Conduct discovery calls, demos, and strategic partnership conversations • Hunt for and qualify target creators across databases and networks • Close deals and hit revenue targets • Refine our sales playbook based on what actually works in the field

• Launch and own high-impact growth experiments • Double down on what works, kill what doesn't • Build our growth function from scratch

• Own specific product areas related to creator onboarding, setup, and day-to-day use • Turn user problems and feedback into clear product requirements • Work with Design to shape simple, usable solutions • Partner with Engineering to scope work and deliver in small, frequent releases • Decide what to build now vs. later based on impact and effort • Collaborate and co-own “net new” features with your Product peers • Measure whether shipped work actually improved the experience • Communicate decisions, tradeoffs, and outcomes clearly