Operations Lead - Customer Service

Makati City, Metro Manila
Permanent
Full-time

1 month ago

Job DescriptionJoin the team redefining how the world experiences design.Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Where and how you can workOur flagship campus is in Sydney. We also have a vibrant office in Manila, where many Canvanauts thrive in a buzzing hybrid environment. That means some days you'll be at home and some days in the office - whatever helps you do your best work.What you'd be doing in this roleAs Canva scales, change continues to be part of our DNA - and that's all part of the fun. So while this gives you the flavour of the role today, it will likely evolve.At the moment, this role is focused on:

Defining and communicating strategic priorities and a compelling vision for multiple Customer Service teams
Leading large-scale operational initiatives and driving service excellence across human support functions
Acting as a trusted liaison with global leadership, ensuring alignment and clear execution on org-wide objectives
Mentoring team leads and building leadership pipelines to fuel continuous growth and performance
Driving operational excellence through AI-empowered process improvements, tooling, and data-led decisions
Building strong cross-functional relationships to ensure cohesive execution of high-impact strategies

You're probably a match if

You've led multiple functions in a senior Customer Service or Operations leadership role and thrived in high-growth, fast-paced environments
You bring strategic leadership thinking and analytical rigor to every challenge, with deep experience using data and insights to improve service outcomes
You're a systems thinker with a track record of optimizing workflows, processes, and service delivery models
You're a people-first leader who uplifts others, develops high-performing teams, and fosters cultures of accountability and collaboration
You're comfortable navigating ambiguity and influencing without formal authority - and know how to rally others behind a shared vision
You're curious, adaptable, and inspired by a mission to empower users and elevate experience

About the teamThe Specialist Operations Group within the User Voice Supergroup is the operational engine powering Canva's human support experience. From resolving our most complex user challenges to raising the bar on service quality, we're the champions of user happiness and critical enablers of Canva's journey to 1 billion users.What's in it for you?Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connection, and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for success:

Equity packages - we want our success to be yours too
Inclusive parental leave policy that supports all parents & carers
An annual Vibe & Thrive allowance to support your wellbeing, social connection, and home office setup
Flexible leave options to recharge and be a force for good

Check out for more info.Other stuff to knowWe make hiring decisions based on your experience, skills, and passion, as well as how you can enhance Canva and our culture. Please share your pronouns and any accessibility needs when applying. Even if your experience doesn't match all the qualifications - we'd still love to hear from you!Interviews are conducted virtually.

Canva

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