Customer Operations Lead – Onboarding & Activation

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

📋 Description

• Take charge of the complete post-sale customer experience from the moment a deal is signed through the first 12 months and beyond.

• Oversee the onboarding process from the signed agreement to a fully operational account.

• Establish and track the activation and initial customer health metrics.

• Define, assess, and analyze retention and churn statistics.

• Conduct root-cause analyses utilizing funnels, cohorts, survival curves, and leading indicators.

• Outline cross-team transitions, pinpoint issues, redesign workflows, conduct experiments, and evaluate results.

• Create dashboards, alerts, and workflow tools utilizing Claude and other AI programming tools.

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

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

• Propel change through clarity and evidence, often without direct authority.

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

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

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

• Show measurable improvement in a key metric and establish a consistent operating rhythm within 90 days.

⛳️ 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.

• Unwavering attention to detail and the ability to reconcile figures accurately.

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

• Programming experience is advantageous but not essential.

• Daily use of Claude or comparable AI tools is expected.

• Capable of linking AI tools to data through MCPs.

• Experience in developing functional tools with AI coding assistants like Claude Code, Cursor, Replit, or Lovable.

• Fluent in English, both written and spoken.

• Possess an ownership mentality; thrives in uncertain situations and leans towards proactive solutions.

• Comfortable collaborating with stakeholders from diverse cultures, seniority levels, and functions.

• Willing to work from the evening into the night, Hong Kong time, to align with US operational hours.

• The full-time role must be the candidate's sole professional commitment.

• Candidates in the final stages may be required to undergo background and reference checks.

🏝️ Benefits

• Remote, full-time position.

• Occasional in-person meetings in Hong Kong.

• Occasional travel to the operations center in the Philippines.

• Opportunity to engage with AI technologies and create tools using AI coding assistants.

• High level of ownership, rapid growth, and direct accountability for results.