Operation Manager – User Growth

About the Role

We are looking for an Operation Manager – User Growth to join our fast-growing global travel eSIM platform.

This role is ideal for someone with experience in travel apps, eSIM apps, OTA platforms, telecom, or digital consumer products, who understands both user growth and customer operations.

You will be responsible for improving user activation, conversion, retention, and repeat purchases, while optimizing the overall customer journey from purchase to successful eSIM usage.

You will work closely with Product, Engineering, Customer Support, Marketing, and Commercial teams to identify growth opportunities, solve operational issues, and improve user experience across global markets.

Candidates with AI-related operational experience, prompt writing skills, or experience using AI tools to improve workflows and customer support will have a strong advantage.

Responsibilities

• Monitor and optimize the end-to-end user journey, from purchase to installation, activation, and repeat usage 
• Analyze user behavior, order trends, activation performance, retention, and customer feedback 
• Identify operational issues affecting: 
• User activation 
• Conversion rates 
• Retention 
• Repeat purchases 
• Customer satisfaction 
• Develop and execute user growth and operational strategies to improve: 
• Activation success rate 
• Order conversion 
• Repeat purchase rate 
• User retention 
• Customer satisfaction 
• Conduct customer follow-ups, lifecycle engagement, and post-purchase operation initiatives 
• Track and improve operational KPIs such as: 
• Activation success rate 
• Refund rate 
• Complaint rate 
• Repurchase rate 
• Retention rate 
• Work closely with Customer Support teams to understand real user pain points and operational gaps 
• Collaborate with Product and Engineering teams to improve product experience based on operational and customer insights 
• Support AI-driven operational workflows and customer service optimization 
• Assist in writing AI prompts, SOPs, knowledge base structures, and automated customer support flows 
• Coordinate with Marketing, Commercial, and Customer Service teams to improve overall user growth and experience 
• Monitor competitor products, pricing, user experience, and operational strategies across the travel eSIM industry 

Requirements

• 2–5 years of experience in User Operations, Growth Operations, CRM, Customer Success, or User Growth roles
• Experience in travel apps, eSIM apps, telecom, OTA, SaaS, or internet platforms is must
• Strong understanding of user growth, retention, customer lifecycle, and operational strategy 
• Strong customer empathy and problem-solving mindset 
• Ability to analyze operational and user behavior data to identify growth opportunities and issues 
• Familiar with app growth and operational metrics such as: 
• Conversion 
• Activation 
• Retention 
• Repurchase 
• ARPU 
• Customer satisfaction 
• Familiarity with AI tools such as ChatGPT, Claude, Gemini, Notion AI, or AI customer support systems is preferred 
• Ability to write structured AI prompts or optimize AI-assisted workflows is a strong plus 
• Strong communication and cross-functional collaboration skills 
• Detail-oriented, proactive, and execution-focused 
• Experience working with international users or global products is a plus 

Preferred Background

• Experience with travel eSIM products or telecom-related apps 
• Experience handling customer issues related to: 
• eSIM installation 
• Activation failures 
• Payment issues 
• Device compatibility 
• Roaming data connectivity 
• Familiarity with tools such as: 
• Zendesk 
• Intercom 
• CRM systems 
• Analytics dashboards 
• AI customer support platforms 
• Experience supporting user growth initiatives across multiple international markets is a plus