Strategy & Operations Manager – Client Onboarding, Activation & Retention

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

📋 Description

• Take charge of the complete post-sale customer experience from the signed agreement through month 12 and beyond.

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

• Establish and track activation and early-stage customer health metrics.

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

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

• Map cross-department handoffs, revamp processes, conduct experiments, and assess their impact.

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

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

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

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

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

• Set benchmarks for customer journey and metrics within the first 30 days.

• Implement evidence-based interventions and initial tools within the first 60 days.

• Show quantifiable improvement in a key metric and establish a weekly operational routine within the first 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 an equivalent analytical position such as strategy, BizOps, or PE portfolio operations.

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

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

• Programming experience is advantageous but not mandatory.

• Daily utilization of Claude or a comparable AI tool.

• Proficient in linking AI tools to data through MCPs.

• Experience in creating workflows and dashboards with AI coding assistants like Claude Code, Cursor, Replit, or Lovable.

• Must present something developed using AI tools.

• Fluent in English, both written and spoken.

• Possesses an ownership mindset and is comfortable with uncertainty.

• Able to engage with stakeholders across diverse cultures, seniority levels, and functions.

• Must be willing to work evening-to-night hours according to Hong Kong time.

• Background and reference checks may be required for final-stage candidates.

🏝️ Benefits

• Fully remote, full-time position.

• Occasional in-person meetings in Hong Kong.

• Possible trips to the operations center in the Philippines.

• High-ownership role with avenues for rapid advancement.

• Equal opportunity employer.