Strategy & Operations Manager – Client Onboarding, Activation, Retention

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

📋 Description

• Take charge of the post-sale customer experience, overseeing the journey from deal closure through onboarding, activation, retention, and beyond the first year.

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

• Establish and track metrics related to customer activation and initial health indicators.

• Analyze retention and churn rates based on various factors such as logo, revenue, lifecycle stage, role, segment, acquisition channel, and team.

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

• Map out inter-team handoffs, pinpoint areas of friction, redesign workflows, run experiments, and assess their impact.

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

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

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

• Propel change through clear communication and evidence-based strategies, even without direct authority.

• Provide weekly updates to leadership on pipeline status, activation and retention metrics, adjustments, and corrective measures.

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

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

• Achieve measurable enhancements in a key metric and set a weekly operational rhythm within the first 90 days.

⛳️ Requirements

• 3–7 years of professional experience, including a minimum of 2 years in management or strategy consulting (MBB, Tier 2, Big 4 strategy, or a reputable boutique), or in a comparable analytical position such as strategy, BizOps, or private equity portfolio operations.

• Exceptional attention to detail with the ability to reconcile financial figures accurately.

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

• Programming experience is advantageous but not mandatory.

• Daily usage of Claude or similar AI technologies.

• Comfortable integrating AI tools with data via MCPs.

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

• Must provide evidence of a project created using AI tools.

• Fluent in both written and spoken English.

• Ownership mindset with the capability to navigate through uncertainty.

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

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

• Must be available for this full-time position as the sole professional commitment.

• Candidates shortlisted for consideration must complete a practical case exercise using real-world-style data.

🏝️ Benefits

• Remote, full-time position.

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

• Potential travel to the operations center in the Philippines.

• Chance to develop and launch AI-driven tools.

• High level of ownership and direct accountability for outcomes.

• Global, cross-functional exposure.