Community & Customer Feedback Operations Specialist

Role Overview

The Community & Customer Feedback Operations Specialist position involves aiding customer engagement initiatives, Voice of Customer programs, and overseeing community operations for a major enterprise software platform. This role collaborates closely with Product Management, UX Research, Customer Success teams, and other departments to organize, assess, and transform customer feedback into strategic product enhancements.

Key Responsibilities

• Oversee the customer Ideas Forum by evaluating, prioritizing, and addressing customer suggestions.
• Interact directly with customers to collect detailed context and ensure their feedback can be acted upon.
• Organize and facilitate Customer Council meetings, preparing agendas, documentation, and managing subsequent actions.
• Develop strong relationships with customers to foster continuous engagement in feedback initiatives.
• Analyze and consolidate customer feedback into clear insights for Product and UX teams.
• Monitor action items, client requests, and program results to guarantee timely completion.
• Collaborate with cross-functional teams including Product Management, UX Research, and Customer Success.
• Leverage AI tools to interpret customer feedback, detect patterns, and produce insightful reports.
• Maintain comprehensive documentation, reports, and repositories for customer feedback programs.
• Enhance Voice of Customer initiatives by increasing the visibility and effectiveness of customer insights.

Essential Qualifications and Experience

• Three to five years in roles such as community management, customer success, customer support, program management, or user and market research.
• Proven ability to manage and nurture external customer relationships effectively.
• Experience with CRM software and maintaining professionalism in Customer Success functions.
• Skilled in utilizing AI-based tools for data analysis and deriving insights.
• Excellent written and verbal communication capabilities.
• Strong interpersonal skills for collaborating across diverse internal teams.
• Experience in meeting facilitation, agenda management, and coordinating follow-ups.
• Capable project management and organizational competencies.
• Detail-oriented with the ability to juggle multiple tasks simultaneously.
• Adept in analyzing qualitative customer feedback to discern trends.
• Strong problem-solving and critical thinking skills.
• Ability to operate independently with minimal oversight.

Preferred Skills

• Experience managing Customer Advisory Boards, Councils, beta testing programs, or user communities.
• Background working with SaaS, enterprise software, or complex technology platforms.
• Understanding of product lifecycle management and roadmapping processes.
• Close work experience with Product Managers, UX Researchers, Designers, and Product Operations teams.
• Knowledge of enterprise licensing, account administration, and software management systems.
• Expertise in preparing executive-level reports and presentations summarizing customer insights.

Additional Information

The position is a T4 contract offered entirely remote within Canada. The hourly rate ranges from CAD 55 to 62. Candidates with compatible experience are encouraged to apply; the recruitment team will respond to those who most closely meet the role requirements. The hiring firm is committed to diversity, equity, and inclusion, fostering an open and fair recruitment process.

About the Employer

The employer is a global IT staffing and technology services company focused on creating high-performing technical teams. They emphasize transparency, responsiveness, and finding the right match between professionals and projects, supporting innovation at scale.