Customer Operations Lead – Onboarding & Activation

📋 Description

• Manage the onboarding pipeline from signed deal to live account
• Define and monitor activation and early-life customer health
• Own retention and churn metrics, set targets, track trends
• Perform root-cause analysis using funnels, cohorts, and survival curves
• Redesign cross-team processes, run experiments, measure impact
• Build dashboards and workflow tools using AI coding assistants

🎯 Requirements

• 3-7 years experience incl. 2 in strategy/management consulting
• Strong data skills with databases, spreadsheets, and BI tools
• AI-native: uses Claude or similar daily, builds tools with AI
• Fluent English, written and spoken
• Ownership mentality, thrives in ambiguity, action-biased
• Comfortable with stakeholders across cultures and functions

🎁 Benefits

• Occasional in-person meetings in Hong Kong
• Occasional trips to Philippines operations center
• Fast-moving, high-ownership working environment