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 moment the deal is closed through the first 12 months and beyond, which includes onboarding, activation, and retention.

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

• Establish criteria for successful early-life customer activation, pinpoint accounts that are not meeting targets, and take proactive measures.

• Define, assess, and categorize retention and churn metrics.

• Execute analyses on funnels, cohorts, survival curves, and leading indicators.

• Conduct qualitative assessments and raw-data root cause investigations.

• Chart cross-team handoffs, refine processes, conduct experiments, and evaluate their effects.

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

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

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

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

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

• Establish customer journey maps, data access, and metric baselines within the initial 30 days.

• Identify potential opportunities, implement interventions, and deploy tools within the first 60 days.

• Show measurable enhancements in a key metric and set a weekly operating rhythm within 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 notable boutique), or a comparable analytical position such as strategy, BizOps, or private equity portfolio operations.

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

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

• Programming experience is advantageous but not mandatory.

• Daily utilization of Claude or similar AI tools.

• Proficient in linking AI tools to data via MCPs.

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

• Must present a project created using AI tools.

• Fluent in English, both written and spoken.

• Demonstrates an ownership mentality, a bias towards action, and a focus on achieving results.

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

• Willing to work evening-to-night hours in Hong Kong time to align with US time zones.

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

• Final-stage background and reference checks may be necessary.

🏝️ Benefits

• Flexible remote work arrangement.

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

• Possible trips to the operations center in the Philippines.

• Commitment to equal opportunity employment.

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