Strategy & Operations Manager – Client Onboarding, Activation & Retention

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

📋 Description

• Take ownership of the post-sale customer journey, encompassing deal closure, onboarding, activation, retention, and beyond month 12.

• Oversee the onboarding pipeline from the moment a deal is signed until the account is fully operational.

• Establish criteria for healthy activation, pinpoint accounts that are off track, and intervene proactively.

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

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

• Chart cross-functional handoffs, redesign processes, conduct experiments, and evaluate their impact.

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

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

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

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

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

• Set customer-journey and metric baselines within the first 30 days.

• Identify opportunities, initiate interventions, and deliver tools within 60 days.

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

⛳️ Requirements

• 3–7 years of experience, with at least 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 and the ability to reconcile figures down to the dollar.

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

• Programming skills are advantageous but not essential.

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

• Comfortable linking AI tools to data through MCPs.

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

• Must be able to demonstrate a project created with AI tools.

• Fluent in English, both written and spoken.

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

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

• Availability to work evenings into the night, Hong Kong time.

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

• Shortlisted applicants will need to complete a practical case exercise utilizing real-world style data.

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

🏝️ Benefits

• Remote work option available.

• Occasional in-person meetings held in Hong Kong.

• Possible trips to the operational center in the Philippines.

• Commitment to equal opportunity employment.

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