Business Operations Lead – Customer Lifecycle

This is a fully remote position, open to applicants in China.

📋 Description

• Take charge of the complete post-sale customer journey from the closure of deals through the first year and beyond.

• Oversee the onboarding process from the moment a deal is signed until the account is fully operational.

• Establish and track activation metrics and assess early customer health.

• Define, evaluate, and analyze metrics related to retention and churn.

• Perform root-cause analysis utilizing funnels, cohorts, survival curves, and leading indicators.

• Coordinate cross-team transitions, redesign workflows, conduct experiments, and assess their impact.

• Create dashboards, alerts, and workflow tools using Claude and various AI coding platforms.

• Write SQL queries, reconcile data sources, and develop analytical models.

• Work collaboratively with sales, recruiting, customer success, finance, product, and operations teams in the Philippines.

• Facilitate change through clear communication and evidence-based practices, even without direct authority.

• Provide weekly updates to leadership regarding pipeline status, activation, and retention health.

• Develop customer journey maps, ensure data accessibility, and establish reliable metric baselines within the first 30 days.

• Identify significant opportunities, initiate interventions, and deliver initial tools within the first 60 days.

• Achieve measurable improvement in a core metric and establish a weekly operational rhythm within the first 90 days.

⛳️ Requirements

• 3–7 years of relevant experience, including a minimum of 2 years in management or strategy consulting (MBB, Tier 2, Big 4 strategy, or a reputable boutique), or a comparable analytical role in strategy, BizOps, or private equity portfolio operations.

• Exceptional attention to detail and capability to reconcile financial data accurately.

• Proficient in working with databases, spreadsheets, and business intelligence tools.

• Programming experience is advantageous but not essential.

• Daily familiarity with Claude or comparable AI tools.

• Ability to connect AI tools to data through MCPs.

• Experience in creating workflows and dashboards using AI coding assistants such as Claude Code, Cursor, Replit, or Lovable.

• Must present evidence of projects developed using AI tools.

• Proficient in English, both written and spoken.

• Demonstrates a sense of ownership and a proactive approach.

• Comfortable engaging with diverse stakeholders across cultures, seniority levels, and functions.

• Willingness to work during evening hours into the night, Hong Kong time.

• Commitment to making this role the sole professional endeavor.

• Final candidates may undergo background and reference checks.

🏝️ Benefits

• Fully remote, full-time position.

• Occasional in-person meetings in Hong Kong.

• Possible trips to the operations center in the Philippines.

• Opportunity to engage with AI technologies and tools.

• High level of ownership and direct responsibility for outcomes.

• Professional development in a rapidly evolving company.