Community & Customer Feedback Operations Specialist
$114,400–$128,960 year
RemoteCanada
Job Summary
Manage the Ideas Forum as a strategic Voice of Customer channel, reviewing, triaging, and evaluating customer feedback to determine relevance, product scope, and implementation status. Engage directly with customers to gather context and supporting information, then document rationale for status updates while elevating high-impact insights to Product Management and User Experience teams. Lead the operational management of the Customer Council program, coordinating recurring meetings, developing agendas, and synthesizing qualitative feedback into actionable recommendations that support product planning. Track action items, follow-up commitments, and program deliverables through completion while maintaining comprehensive documentation and reporting dashboards. This role combines community management, customer feedback operations, and cross-functional program coordination to ensure customer insights are captured, synthesized, and translated into actionable recommendations that influence product strategy and user experience.
Required Qualifications
- 4+ years of experience in community management, customer success, customer support, program management, product feedback management, market research, user research, or a related customer-facing role
- Demonstrated experience managing external customer relationships within a professional environment
- Strong customer success expertise with excellent communication and stakeholder management skills
- Hands-on experience using CRM platforms to manage customer interactions and engagement activities
- Experience leveraging AI tools to synthesize qualitative feedback, identify trends, and generate actionable insights
- Excellent written and verbal communication skills
- Proven ability to facilitate meetings, develop agendas, and coordinate follow-up activities
- Strong project management and organizational skills with the ability to manage multiple concurrent priorities
- Experience analyzing qualitative customer feedback and identifying recurring themes and opportunities
- Ability to work independently while collaborating effectively across Product Management, User Experience, Research, and Operations teams
- Strong analytical, problem-solving, and critical-thinking capabilities
- Exceptional attention to detail
Desired Qualifications
- Experience managing customer advisory boards, customer councils, beta programs, user communities, or customer engagement programs
- Experience supporting SaaS products, enterprise software platforms, or technology organizations
- Familiarity with product development lifecycles and roadmap planning
- Experience collaborating with Product Managers, UX Researchers, Designers, Customer Success, or Product Operations teams
- Knowledge of enterprise licensing, account administration, or customer account management platforms
- Experience preparing executive-ready reports, customer feedback summaries, and presentation materials
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