Marketing Insights, Customer Operations & Intelligence Strategist

Marketing Insights, Customer Operations & Intelligence Strategist
Location: Remote - US Only
Duration: 6 Months
Pay Rate: $100/hr on W2
Benefits: Health, Dental, Vision, 401K, PTO

Job Overview

The SMB Customer Intelligence & Advocacy (CIA) team serves as Meta’s primary SMB customer listening function, supporting more than 25,000 members and delivering customer intelligence that informs product, marketing, sales, and leadership decisions.

The SMB Customer Operations & Intelligence Strategist will shape how customer voice is captured, synthesized, produced, and delivered across the organization. The individual in this role will own the editorial direction and production of intelligence reports, develop customer storytelling and video content, support listening sessions, manage high-volume activation requests, and build relationships with cross-functional stakeholders.

The ideal candidate combines editorial judgment, customer insights, creative storytelling, operational strategy, and stakeholder management, with the ability to translate qualitative customer signals into concise, actionable intelligence.

Key Responsibilities
Intelligence Strategy & Production

• Own the editorial strategy, narrative direction, and end-to-end production of monthly Community Intelligence Reports.
• Produce topic-specific VibeCheck reports and support monthly Pulse customer sentiment reports.
• Synthesize qualitative customer feedback into concise, compelling, and actionable intelligence.
• Evaluate the effectiveness of intelligence outputs and recommend new formats or delivery approaches when needed.
• Develop strategic recommendations based on customer signals and emerging SMB themes.
• Present intelligence findings and recommendations to cross-functional leadership audiences.
• Partner with the Community Strategist to prioritize topics requiring deeper research or broader customer input.
• Cross-reference customer intelligence with research, product roadmaps, and go-to-market priorities.

Customer Storytelling & Creative Production

• Develop storytelling strategies for listening-session highlight reels and internal customer narratives.
• Select customer moments, construct narrative arcs, and package content for product and leadership audiences.
• Produce video content end-to-end using Descript or comparable video-editing tools.
• Develop and evolve the Customer Story Library across written, video, and audio formats.
• Package customer voice assets for leadership briefings, product reviews, planning sessions, and internal communications.
• Experiment with new storytelling formats based on audience feedback and content consumption patterns.

Listening Session Production

• Serve as the operational partner for customer listening sessions, supporting recording, timing, flow, and execution.
• Manage Listening Room logistics, including stakeholder invitations, calendars, chat coordination, and session trackers.
• Evaluate and improve listening-session formats through question design, customer recruitment, and internal audience development.
• Build relationships with internal teams consuming session outputs and adapt delivery to their needs.

Activations & Partner Coordination

• Own intake triage for a high volume of customer activation requests.
• Prioritize and route requests through the appropriate intake and operational systems.
• Coordinate scope, timelines, deliverables, and expectations with cross-functional partners.
• Recommend activation approaches based on cross-functional needs, customer insights, research, and upcoming campaigns.
• Continuously improve intake processes to increase efficiency and partner experience.
• Coordinate execution with Community Managers and escalate community-design decisions to the Community Strategist when appropriate.

Customer Intelligence Center of Excellence

• Contribute to the Customer Excellence function and help develop scalable approaches for customer intelligence across Meta.
• Own designated Center of Excellence workstreams, including monthly intelligence briefs, insight-to-action tracking, and content-format standards.
• Build and maintain relationships with cross-functional stakeholders across Product Marketing, Business Product Marketing, Product, and Sales Enablement.
• Identify opportunities to connect customer intelligence with business decisions, product priorities, and organizational initiatives.

Repository & Operational Systems

• Maintain the integrity and usability of the social proof repository.
• Manage guidance mapping, product-list standardization, and monthly partner updates.
• Maintain forums signup data flows and identify opportunities to improve data quality and collection fields.
• Track insight-to-action loops and ensure appropriate follow-through and closure.

Must Have Qualifications:

• Strong editorial and narrative judgment, with the ability to synthesize qualitative customer signals into concise, compelling, and actionable intelligence.
• Experience in customer insights, qualitative research, customer advocacy, community strategy, or voice-of-customer programs.
• Hands-on video production and editing experience, using Descript or a comparable video-editing and storytelling platform.
• Demonstrated operational strategy experience, including evaluating processes, measuring effectiveness, identifying gaps, and implementing improvements.
• Strong cross-functional stakeholder management skills and the ability to build relationships and influence without direct authority.
• Strong presentation and communication skills, including experience presenting customer insights, findings, or recommendations to leadership audiences.
• Experience managing high-volume project coordination, competing priorities, multiple workstreams, and tight deadlines.
• Ability to operate effectively in ambiguous and fast-moving environments and make sound decisions with incomplete information.
• Demonstrated ability to manage projects end-to-end, from intake and prioritization through production, delivery, measurement, and iteration.
• Strong organizational skills and attention to detail.
• Comfort learning and using AI-enabled tools and workflows as part of daily work.

Preferred to Have Qualifications

• Familiarity with Meta’s SMB ecosystem, including SMB customer needs, advertising products, or customer lifecycle.
• Experience with Salesforce, CRM platforms, community platforms, or customer intelligence repositories.
• Experience creating executive-facing reports, intelligence briefs, research summaries, or strategic narratives.
• Experience producing customer stories or multimedia content across written, video, and audio formats.
• Experience presenting customer research or intelligence to Product, Marketing, Sales, or executive stakeholders.
• Experience designing or improving customer listening programs, feedback loops, research activations, or community engagement programs.
• Experience managing intake, request triage, or operational workflow systems.
• Familiarity with product roadmaps, go-to-market planning, marketing campaigns, or cross-functional business planning.
• Experience using AI tools for research synthesis, content development, customer insight analysis, or operational workflows.

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. #TMMT