Strategy & Operations Manager – Client Onboarding, Activation & Retention

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

📋 Description

• Take ownership of the complete post-sale customer experience from the closing of deals through onboarding, activation, retention, and beyond 12 months.

• Oversee the onboarding process and guarantee that every account transitions smoothly from signed contract to fully operational status.

• Establish and track indicators of healthy early-life customer activation, pinpoint at-risk accounts, and take proactive measures.

• Define, assess, and analyze customer retention and churn based on logo versus revenue, customer lifecycle, role, segment, acquisition channel, and team.

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

• Outline cross-team handoff procedures, detect friction points, redesign workflows, conduct experiments, and evaluate their impact.

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

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

• Collaborate with sales, recruiting, customer success, finance, product, and Philippines operations teams across different time zones.

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

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

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

• Identify significant opportunities, launch interventions, and deploy tools within the first 60 days.

• Show measurable enhancements in key metrics and establish a weekly operational rhythm 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 role such as strategy, BizOps, or PE portfolio operations.

• Exceptional attention to detail with the ability to reconcile numbers accurately.

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

• Programming experience is advantageous but not mandatory.

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

• Comfortable integrating AI tools with data through MCPs.

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

• Fluent in English, both written and spoken.

• Possess an ownership mentality and the ability to navigate ambiguity.

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

• Willingness to work evening-to-night hours in Hong Kong time, generally aligned with US time zones.

• This full-time position is expected to be the candidate's sole professional commitment.

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

🏝️ Benefits

• Remote, full-time position.

• Occasional in-person meetings in Hong Kong.

• Possible trips to the operations center in the Philippines.

• Equal opportunity employment.

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