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SMB Customer Operations & Intelligence Strategist
Linda Werner & Associates, IncCustomer intelligence strategist transforming SMB customer feedback into reports, stories, and recommendations for product, marketing, and business teams. Managing listening sessions, operational workflows, stakeholder coordination, and insight repositories in a US remote contract role.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong editorial, writing, and narrative skills while synthesizing qualitative customer feedback into actionable insights. Proficient in managing cross-functional stakeholder relationships and improving operational processes in a fast-paced environment.
Highest-signal resume keywords
Editorial SkillsVideo Editing Using DescriptCross-Functional Stakeholder ManagementOperational Process ImprovementCustomer Research Translation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Writing SkillsNarrative DevelopmentQualitative SynthesisProject ManagementAI Tool Incorporation
Soft Skills
JudgmentPrioritizationPresentation SkillsAdaptability
Tools & Technologies
DescriptVideo Production Tools
Industry Keywords
Customer IntelligenceStakeholder RecommendationsCustomer FeedbackOperational SystemsReporting Processes
About the role
Key responsibilities & impact- 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 and improve intelligence outputs based on engagement, connections, and business decisions
- 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
- Develop compelling customer narratives and produce/edit video content using Descript or similar tools
- Build and maintain written, video, and audio customer story libraries
- Support live customer listening sessions, including recording, timing, flow, host coordination, invitations, calendars, communications, and tracking
- Improve listening session formats, customer recruitment strategies, and question design
- Manage and prioritize incoming customer activation and intelligence requests
- Coordinate scope, timelines, deliverables, expectations, and execution with cross-functional and program partners
- Improve intake and triage processes
- Build stakeholder relationships across Product, Product Marketing, Sales Enablement, Business Marketing, and related teams
- Develop customer intelligence standards and best practices
- Maintain customer proof points, stories, intelligence repositories, product and guidance mapping, signup and data workflows
- Track insights through actions, decisions, and outcomes
- Identify improvements to operational systems and reporting processes
Requirements
What you’ll need- Strong editorial, writing, and narrative skills
- Ability to synthesize qualitative information into clear, actionable intelligence
- Experience translating customer research, feedback, or community insights into stakeholder recommendations
- Video editing and storytelling experience using Descript or similar production tools
- Strong operational and process improvement skills
- 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 effective prioritization 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
- English required
- Must address current or future US work sponsorship requirements
Benefits
Comp & perks- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Vision insurance
- 8 hour shift
- Monday to Friday