SMB Customer Operations & Intelligence Strategist V
Posted: 08/13/2026
Job Number: 42635
Job Description
SMB Customer Operations & Intelligence Strategist V
remote
Summary
The SMB Customer Intelligence & Advocacy (CIA) team is Meta's primary SMB customer listening function, serving 25,000+ members and delivering intelligence that informs product, marketing, and leadership decisions. This role is responsible for the editorial direction, creative production, and operational strategy behind the team's intelligence outputs. You'll shape how customer voice reaches internal audiences, present findings to cross-functional leadership, build stakeholder relationships, and continuously iterate on formats and delivery to drive impact. You'll partner with the Operations & Insights lead and Community Strategist while developing your own point of view and relationships across the organization.
Responsibilities
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
remote
Summary
The SMB Customer Intelligence & Advocacy (CIA) team is Meta's primary SMB customer listening function, serving 25,000+ members and delivering intelligence that informs product, marketing, and leadership decisions. This role is responsible for the editorial direction, creative production, and operational strategy behind the team's intelligence outputs. You'll shape how customer voice reaches internal audiences, present findings to cross-functional leadership, build stakeholder relationships, and continuously iterate on formats and delivery to drive impact. You'll partner with the Operations & Insights lead and Community Strategist while developing your own point of view and relationships across the organization.
Responsibilities
- Intelligence Strategy & Production
- Own the editorial strategy, narrative direction, and end-to-end production of Community Intelligence Reports (monthly IN-series)
- Produce VibeCheck reports (topic-specific intelligence pieces) and support monthly Pulse reports (customer sentiment tracking)
- Evaluate how intelligence outputs are performing: Are they driving connections? Informing decisions? Propose and test new formats when something isn't landing.
- Make strategic recommendations when findings warrant it, grounded in what SMBs are saying across all report inputs
- Present intelligence findings and recommendations to cross-functional leadership audiences (product reviews, planning sessions, team readouts)
- Own insight prioritization with the Community Strategist: determining what topics need a deep dive vs. a general prompt
- Cross-reference findings with BMI research, product roadmaps, and go-to-market priorities Customer Storytelling & Creative Production
- Direct the storytelling strategy for listening session highlight reels: select moments, build narrative arcs, and package for internal product and leadership audiences
- Produce video content end-to-end using Descript (editing, sequencing, narrative construction)
- Develop and evolve the Customer Story Library (written, video, audio): identify what formats serve which audiences and iterate accordingly
- Package customer voice assets for leadership briefings, reviews, and planning sessions
- Experiment with new storytelling formats based on audience feedback and consumption patterns
- Listening Session Production
- Produce each listening session as the on-call partner: manage recording, cut timing, and flow support for the hosting community manager
- Own Listening Room logistics: stakeholder invitations, calendar and chat coordination, session trackers
- Evaluate and improve session formats over time: question design, customer recruitment, internalaudience development
- Build relationships with internal teams who consume session outputs and adapt delivery to their needs
- Activations Triage & Partner Coordination
- Own intake triage: receive, prioritize, and route activation requests through the team's intakesystem (high volume)
- Manage partner alignment: coordinate scope, timelines, and expectations with requesting teams
- Propose activation types rooted in cross-functional needs, research landscape, and upcoming campaigns
- Continuously improve the triage system for efficiency and partner experience
- Coordinate execution with community managers; escalate community design decisions to Community Strategist
- Center of Excellence & Stakeholder Development
- Contribute actively to the Customer Excellence function: help build how customer intelligence across Meta comes together
- Own specific CoE workstreams as they take shape (monthly intelligence brief, insight-to-action tracking, format standards)
- Build and maintain relationships with cross-functional stakeholders (PMM, BPM, Product, Sales Enablement) who consume intelligence
- Identify new opportunities to connect customer intelligence to teams and decisions across the Organization
- Repository & Operational Systems
- Own the integrity of the social proof repository: guidance mapping, product list standardization, partner monthly updates
- Maintain forums signup form data flow and field improvements
- Track and close insight-to-action loops
- Strong editorial and narrative instinct: ability to synthesize qualitative signal into concise, actionable intelligence that drives decisions
- Video production skills: experience with Descript or similar tools for editing, sequencing, and storytelling
- Operational strategy: evaluate processes, measure effectiveness, and iterate. Not just run systems but improve them.
- Stakeholder management: build cross-functional relationships and present confidently to leadership audiences
- High-volume project coordination: triage, prioritize, and manage multiple workstreams without dropping quality
- Comfort with ambiguity: make decisions without perfect information, adapt quickly, build while learning
- AI-native workflow: comfortable learning and using Meta's AI tools (Metamate, internal agents) as part of daily work
- Familiarity with Meta's SMB ecosystem, advertising products, and customer lifecycle (strongly preferred)
- Experience with community platforms, Salesforce, or CRM tools (a plus)
THE PROMISES WE MAKE:
At Crystal Equation, we empower people and advance technology initiatives by building trust. Your recruiter will prep you for the interview, obtain feedback, guide you through any necessary paperwork and provide everything you need for a successful start. We will serve to empower you along the way and provide the path for your professional journey.
For more information regarding our Privacy Policy, please visit crystalequation.com/privacy.
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