Community & Customer Feedback Operations Specialist

Role Overview

This is a full-time remote contract position based in Canada for a Community & Customer Feedback Operations Specialist role within a leading enterprise software company. The focus of this role is the management of customer engagement and Voice of Customer initiatives to extract actionable insights from customer feedback, improving products in collaboration with cross-functional teams including Product Management and UX Research.

Key Responsibilities

• Oversee the customer Ideas Forum by evaluating, categorizing, and responding to incoming feedback.
• Interact directly with customers to obtain further details ensuring feedback is precise and actionable.
• Organize Customer Council meetings including creating agendas, documenting proceedings, and ensuring follow-up activities.
• Develop and maintain strong customer relationships to foster consistent involvement in feedback channels.
• Aggregate and analyze customer feedback to generate insights for Product and UX teams.
• Monitor and track customer requests and program deliverables to guarantee proper resolution.
• Work closely with Product Management, UX Research, Customer Success, and other teams to ensure customer input informs product strategies.
• Utilize artificial intelligence tools to assess customer feedback trends and derive meaningful conclusions.
• Maintain comprehensive records, reports, and repositories related to customer feedback programs.
• Enhance the efficacy and visibility of Voice of Customer programs by sharing insightful data.

Professional Experience & Skills

• Between 3 to 6 years of experience in roles like community management, customer success/support, program management, market or user research, or similar customer-interface positions.
• Proficient in managing external customer relationships and customer success processes with CRM expertise.
• Hands-on experience using AI-based tools for data synthesis and insight extraction.
• Exceptional communication skills, both written and oral, with the ability to collaborate across diverse teams.
• Strong organizational skills including meeting facilitation, agenda preparation, and follow-up coordination.
• Excellent attention to detail and capacity to handle multiple tasks simultaneously.
• Analytical skills for interpreting qualitative feedback and trend identification.
• Problem-solving capabilities and independent work ethic requiring minimal oversight.

Additional Desirable Qualifications

• Experience managing advisory groups such as Customer Advisory Boards or beta testing communities.
• Familiarity with SaaS, enterprise software products, product lifecycle, and roadmap processes.
• Collaborative experience with product teams including Product Managers, UX Researchers, and Designers.
• Knowledge of enterprise licensing, software administration, and preparing executive-level reports and presentations.

Company Overview

Techedin is a global technology staffing and services firm specializing in assembling expert technical teams for enterprises. The company emphasizes transparency and alignment of professionals to projects that foster innovation at scale.

Equal Opportunity Commitment

Techedin promotes diversity, equity, and inclusion, welcoming applicants across all backgrounds and experiences. Their recruitment process strives to be open, fair, and centered on human values.