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, starting from the signed agreement through onboarding, activation, and retention.

• Oversee the onboarding process to guarantee that every account advances to full operational status.

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

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

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

• Map inter-team handoffs, identify friction points, redesign processes, conduct experiments, and assess their impact.

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

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

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

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

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

• Develop customer journey maps, establish reliable metric baselines, interventions, operational cadence, and measurable enhancements.

⛳️ Requirements

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

• Exceptional attention to detail and capability to reconcile figures accurately.

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

• Programming experience is beneficial, but not mandatory.

• Daily usage of Claude or similar AI tools is expected.

• Comfortable integrating AI tools with data through MCPs.

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

• Must present a project developed with AI tools.

• Fluent in English, both written and spoken.

• Strong ownership mentality with the ability to excel in ambiguous situations.

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

• Willingness to work evening to night hours in Hong Kong time, synchronized with US time.

• This is a full-time position expected to be your sole professional commitment.

• Final-stage candidates may need 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 employer.

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