Business Operations Lead – Customer Lifecycle

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

📋 Description

• Manage the entire post-sale customer experience from the moment a deal is signed through the 12th month and beyond, encompassing onboarding, activation, and retention.

• Oversee and expedite the onboarding process from signed agreement to full operational status.

• Establish benchmarks for successful starts, monitor the health of early-stage customers, and take action when accounts deviate from the expected path.

• Define, evaluate, and analyze customer retention and churn based on logos, revenue, customer maturity, roles, segments, acquisition channels, and teams.

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

• Chart cross-team handoffs, identify bottlenecks, redesign workflows, execute experiments, and assess their impact.

• Develop dashboards, alerts, and workflow tools leveraging Claude and other AI coding technologies.

• Write SQL queries, reconcile data sources, and create models.

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

• Drive transformation through clarity and evidence, often without direct authority.

• Provide weekly reports to leadership regarding pipeline, activation, retention health, changes, and planned actions.

• Establish customer journey maps, data accessibility, and metric baselines within the first 30 days.

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

• Achieve measurable improvement in a core metric, establish a weekly operating rhythm, and ensure daily adoption of tools within the first 90 days.

• Complete a practical case exercise using real-world style data if shortlisted.

⛳️ Requirements

• 3–7 years of 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 such as strategy, BizOps, or private equity portfolio operations.

• Exceptional attention to detail and the ability to reconcile figures down to the dollar.

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

• Programming experience is beneficial but not mandatory.

• Daily utilization of Claude or similar AI tools.

• Ability to connect AI tools to data through MCPs.

• Experience in creating functional tools with AI coding assistants like Claude Code, Cursor, Replit, or Lovable; applicants should provide examples of their work.

• Fluent in English, both written and spoken.

• A strong sense of ownership, a proactive approach, and a focus on delivering results.

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

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

• The full-time position must be the candidate's sole professional commitment; any other employment, consulting work, or business interests must be disclosed.

• Final-stage candidates may be asked to undergo background and reference checks.

🏝️ Benefits

• Remote, full-time position.

• Opportunity for occasional in-person meetings in Hong Kong.

• Possible trips to the operations center in the Philippines.

• Equal opportunity employer.

• Background and reference checks conducted with candidate consent and in accordance with applicable laws.