SMB Customer Operations & Intelligence Strategist

Overview

We are seeking an SMB Customer Operations & Intelligence Strategist to support a high impact customer intelligence and advocacy team focused on understanding the needs, experiences, and sentiment of small and medium sized businesses.

This role sits at the intersection of customer intelligence, editorial strategy, storytelling, operations, and stakeholder engagement. The ideal candidate can take qualitative customer signals and turn them into clear, compelling intelligence that informs product, marketing, and business decisions. They will also own key operational workflows, produce customer storytelling assets, coordinate listening sessions, and continuously improve how insights are delivered and acted upon.

This is a highly cross functional role for someone who combines strong narrative instincts with operational rigor and is comfortable presenting to senior stakeholders.

Key Responsibilities

Customer Intelligence & Editorial Strategy

• Own the editorial strategy, narrative direction, and end to end production of recurring customer intelligence reports

• Synthesize qualitative customer feedback into concise, actionable insights and recommendations

• Produce topic specific intelligence reports and support recurring customer sentiment reporting

• Evaluate whether intelligence outputs are driving engagement, connections, and business decisions

• Recommend and test new formats and approaches based on stakeholder needs and effectiveness

• Prioritize topics for deeper analysis in partnership with community and insights partners

• Cross reference customer findings with research, product roadmaps, marketing priorities, and go to market initiatives

• Present findings and recommendations to cross functional and leadership audiences

Customer Storytelling & Video Production

• Develop compelling customer narratives for internal product, marketing, and leadership audiences

• Produce and edit video content using Descript or similar tools

• Select customer moments, sequence content, and create cohesive narrative arcs

• Develop and evolve a library of written, video, and audio customer stories

• Package customer voice assets for leadership briefings, product reviews, and planning sessions

• Experiment with new storytelling formats based on audience feedback and engagement

Listening Sessions & Customer Programs

• Support live customer listening sessions, including recording, timing, flow, and host coordination

• Manage stakeholder invitations, calendars, communications, and session tracking

• Improve listening session formats, customer recruitment strategies, and question design

• Build relationships with internal teams consuming customer insights and adapt outputs to their needs

Operations, Intake & Partner Coordination

• Manage and prioritize a high volume of incoming customer activation and intelligence requests
• Coordinate scope, timelines, deliverables, and expectations with cross functional partners
• Recommend appropriate activation approaches based on business needs, research priorities, and upcoming initiatives
• Continuously improve intake and triage processes for efficiency and stakeholder experience
• Coordinate execution across community and program partners while escalating strategic decisions as appropriate

Stakeholder & Center of Excellence Support

• Build relationships with stakeholders across Product, Product Marketing, Sales Enablement, Business Marketing, and related teams

• Help develop standards and best practices for customer intelligence across the organization

• Support initiatives such as recurring intelligence briefs, insight to action tracking, and reporting standards

• Identify opportunities to connect customer insights to product, marketing, and business decisions

Systems & Repository Management

• Maintain the quality and integrity of customer proof points, stories, and intelligence repositories

• Manage product and guidance mapping and recurring partner updates

• Maintain customer signup and data workflows

• Track insights through to actions, decisions, and outcomes

• Identify opportunities to improve operational systems and reporting processes

Qualifications

• Strong editorial, writing, and narrative skills with the ability to synthesize qualitative information into clear, actionable intelligence

• Experience translating customer research, feedback, or community insights into recommendations for internal stakeholders

• Video editing and storytelling experience using Descript or similar production tools

• Strong operational and process improvement skills with the ability to evaluate what is working and improve what is not

• Demonstrated cross functional stakeholder management experience

• Comfortable presenting insights and recommendations to leadership audiences

• Experience managing multiple concurrent projects, requests, and deadlines in a fast paced environment

• Strong judgment and ability to prioritize effectively in high volume environments

• Comfortable operating with ambiguity and making decisions without complete information

• Experience incorporating AI tools into research, content, operational, or productivity workflows

Preferred Qualifications

• Experience supporting SMB customers, advertisers, communities, or customer advocacy programs

• Familiarity with digital advertising products and the SMB customer lifecycle

• Experience working within large technology or highly cross functional organizations

• Experience with community platforms, Salesforce, CRM systems, intake tools, or customer insight repositories

• Background spanning customer insights, research operations, community strategy, content strategy, customer advocacy, or product marketing

Ideal Candidate Profile

The strongest candidate will be someone who can move comfortably between strategy and execution. They can listen to customers, identify the signal within large amounts of qualitative information, develop a compelling narrative, and confidently communicate what matters to stakeholders. At the same time, they are highly organized and capable of managing the operational systems required to keep a complex customer intelligence program moving.

This is not simply a project coordination role. It requires someone who can develop a point of view, connect customer insights to business priorities, improve existing processes, and influence how teams understand and act on the customer voice.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

Location: United States (Remote)

Role type: Contract 8.5 Month Position

Expected hours: 40 per week

Benefits:

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you or will you in the future require any sponsorship to work in the US?

Language:

• English (Required)