Community & Customer Feedback Operations Specialist

Job Title: Community & Customer Feedback Operations Specialist Job Location: 100% Remote, Canada Job Type: T4 Contract Experience: 4+ Years Rate: CAD 55 - 62 per hour Role Summary: NearSource is seeking a Community & Customer Feedback Operations Specialist to support customer engagement, Voice of Customer initiatives, and community operations for a Fortune 500 enterprise software organization. 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. Key Responsibilities Community & Ideas Forum Management

• Manage the Ideas Forum as a strategic Voice of Customer channel, ensuring timely review, response, and status updates for customer-submitted ideas.
• Review, triage, and evaluate customer feedback to determine relevance, product scope, duplicate submissions, implementation status, and support-related inquiries.
• Engage directly with customers to gather additional context, workflows, screenshots, and supporting information when required.
• Maintain accurate idea statuses in accordance with established governance and operational guidelines.
• Document rationale for status updates and provide references to relevant documentation, product announcements, or roadmap information.
• Identify high-impact customer feedback and elevate strategic insights to Product Management and User Experience teams.
• Coordinate with cross-functional stakeholders to route, merge, or reassign submissions where appropriate.
• Drive continuous improvement of the Ideas Forum by maintaining high-quality, actionable customer feedback.

Customer Council Program Management

• Lead the operational management of the Customer Council program, fostering meaningful collaboration between enterprise customers and internal product teams.
• Coordinate recurring Customer Council meetings, including planning, scheduling, agenda development, and stakeholder alignment.
• Partner with Product Managers, User Experience teams, Experience Researchers, and cross-functional stakeholders to gather discussion topics, feature validations, and customer feedback requests.
• Prepare and distribute meeting agendas, supporting documentation, and presentation materials.
• Serve as the primary point of contact for Customer Council participants, building strong professional relationships and encouraging ongoing engagement.
• Support customer recruitment, onboarding, and retention activities for the Customer Council program.
• Facilitate customer discussions alongside internal stakeholders while capturing detailed meeting notes, customer insights, feature requests, and validation outcomes.
• Synthesize qualitative customer feedback into actionable recommendations that support product planning and decision-making.
• Track action items, customer requests, follow-up commitments, and program deliverables through completion.
• Maintain comprehensive documentation, customer feedback repositories, meeting records, and reporting dashboards.
• Develop recurring reports highlighting customer sentiment, emerging trends, product feedback, and strategic opportunities.

Must-Have Skills

• 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.

Nice-to-Have Skills

• 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.

Success Measures Success in this role will be demonstrated through:

• Timely and consistent management of Ideas Forum submissions.
• Accurate maintenance of customer feedback status and lifecycle tracking.
• Increased customer engagement across community channels.
• Successful execution and growth of the Customer Council program.
• Delivery of high-quality meeting agendas, summaries, and action tracking.
• Strong relationships with customers and cross-functional stakeholders.
• Clear synthesis of Voice of Customer insights that influence product decisions.
• Improved visibility and accessibility of customer feedback across internal teams.

About NearSource: NearSource Technologies is a trusted partner for future-ready software consulting, enabling Fortune 500 enterprises to accelerate digital transformation. Our global engineering teams build and deploy impactful technology for some of the world's most admired brands, working directly on long-term client initiatives. Equal Opportunity Employer: NearSource is an equal opportunity employer committed to fostering an inclusive and respectful environment. We celebrate diversity and do not discriminate based on race, gender, religion, sexual orientation, age, disability, or background. Innovation thrives when everyone feels empowered to contribute. #J-18808-Ljbffr