Community & Customer Feedback Operations Contractor

Job summary

Manage a customer ideas forum and a customer council program to gather and triage product enhancement feedback. Synthesize qualitative data into actionable insights and reports for Product and UX teams using AI tools.

Job details

Community & Customer Feedback Operations Specialist — 6-Month Contract (Remote, Canada)My client, a global leader in design and engineering software used across architecture, manufacturing, media, and construction, is hiring a contractor to run two customer feedback programs at the heart of their account management platform.This is a 6-month full-time contract with potential to extend. Fully remote within Canada — Toronto or Vancouver preferred. Hours align with standard U.S. business hours (East through West Coast), with occasional early or late calls to connect with global teams in Singapore and India.What you'll own:A customer ideas forum: triaging and responding to product enhancement submissions, cleaning up backlog, updating statuses, engaging customers directly for context, and surfacing high-signal ideas to Product and UX teamsA customer council program: planning and coordinating bi-monthly meetings with enterprise software administrators, building agendas with Product Managers and UX, supporting facilitation, capturing feedback, and tracking follow-through so customers see their input landThe synthesis layer: turning meeting discussions and forum feedback into themes, insights, and recurring reports that product teams actually act on — including using AI tools to accelerate analysis and summarizationYou're a fit if you have:3–5+ years in customer success, community management, customer advisory boards, product operations, VoC programs, or a similar customer-facing roleDirect experience managing relationships with external enterprise customers — you've been the name customers know and the person they trust to close the loopExperience running structured programs: agendas, facilitation, action tracking, and reporting, managed independently with minimal supervisionComfort using AI tools to synthesize qualitative feedback and generate insightsSharp written communication — your meeting summaries and reports go to senior audiencesNice to have: experience with customer councils, advisory boards, beta programs, or user communities; SaaS or enterprise software background; familiarity with software licensing and account administration audiences; experience partnering with PM, UX Research, and Design teams.Rate: 50.92/hr on a t4 contract only (no corp-to-corp option available)

What you’ll do

Manage a customer ideas forum and a customer council program to gather and triage product enhancement feedback. Synthesize qualitative data into actionable insights and reports for Product and UX teams using AI tools.

Requirements

Requires 3-5+ years of experience in customer success, community management, or product operations with a focus on enterprise customers. Must have strong facilitation skills and the ability to independently manage structured feedback programs.

Listed skills

• written communication · Preferred
• Reporting · Preferred
• Facilitation · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Community Management
• Customer Feedback Operations
• Voice of Customer (VoC)
• Product Operations
• Enterprise Relationship Management
• Facilitation
• Qualitative Analysis
• AI Synthesis Tools
• Written Communication
• Stakeholder Management
• Reporting
• Customer Advisory Boards

Job areas

• Customer Service & Support
• Software
• Management & Leadership
• Technology
• Data & Analytics