Program Manager – Global Customer Service Team

Canva

Canva’s Commitment and Mission

At Canva, we celebrate diversity. We deeply believe that bringing together diversity of thoughts, perspectives and expression is key to building the best product, team and company. We look for many different skills and abilities, as well as how you can enhance Canva and our culture. So, even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you! 

Our mission at Canva is to empower the world to design and since launching in 2013, we have grown exponentially, amassing over 86 million monthly active users across 190 different countries and a team of over 3,000 people… and the best bit is that we’ve only achieved 1% of what we know we’re capable of. 

Join us and design your future.

About the the role

We need to ensure that we have the customer and operational fundamentals in place as we scale to 1B users. The recent forming of the Global User Voice Enablement team has surfaced key opportunities (listed below) to set programs up that will allow us to scale successfully. This role will drive the rollout of key strategic projects in the Global User Voice-customer support space, for instance:

**Leading the initiative to offer customers new channels to contact support (chat or phone support), with a focus on leading cross-functional collaborators for a seamless execution;
**Selecting and implementing software and tools that help us unlock the next level of efficiency for our global support network, such as the team management tool;
**Introducing new processes to streamline our scaled operations, such as proper intake processes, critical metrics and scorecards, and operational review cadences

… and many other strategic programs, all to set us up for our 1 billion users goal!

We would require an adaptable program manager who takes a cross-functional perspective and ensures that the Quality, Learning, Knowledge/Content, Workforce, Vendor, and other teams are aligned in the execution of the strategic programs mentioned, as the respective teams focus on delivering operational excellence in their BAU and team-specific initiatives.

 

What you’ll do

 

  • Partner with the User Voice Leads to capture relevant contextual information, asking the right questions, that will help set you up for your goal/s.
  • Scope projects from chaos to clarity. Solve ambiguous problems by approaching them in a structured and logical manner.
  • Drive projects forward by coordinating timelines, turning points, and statuses, flagging dependencies, and calling out issues as needed.
  • Proactively offer solutions to anticipated risks and issues, with ease and composure. Apply sound judgment when optimizing the balance between quality, capacity, cost, and user engagement.
  • Quantify the goals and impact of your project, with customer and business outcomes in mind. Continuously find ways to sustain and improve the outcomes.
  • Facilitate the running of smooth, efficient operations including setting goals, defining scorecards and operational cadences as needed
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    About you

     

  • You have a unique skill to move projects from chaos to clarity – We receive briefs in all shapes and sizes, from rough ideas to more well-thought-out complex problems. You’ll be identifying the program/project scope, clarifying outcomes, anticipating needs, understanding timelines, leading across teams, resourcing, and goals, all to steer the team to move in the same direction, forward. You’re able to find solutions even without perfect precedents or direction, and map out a path to clarity and execution
  • You collaborate with ease – You’ll be able to understand the complexity of working with multiple collaborators with different needs. You will be the point of contact for the team, collaborating closely with various partners across the organization to clarify briefs, set shared expectations, lead goals and timelines as well as identify future opportunities for collaboration. You’ll work closely with the Leadership, Product, Content/Knowledge Management, Quality, Workforce Management, Learning, and Operations Managers to help define the scope of projects and help craft and deliver on our roadmap. 
  • You communicate complexity, effectively – You strive for clarity and alignment, and have a gift for presenting complex ideas visually. You are comfortable making hypotheses by drawing usable insights from data and are able to lead with logic when making recommendations.
  • You are willing to roll up your sleeves – You are self-motivated and adaptable. You’re happy to roll up your sleeves with any task towards the bigger picture, no task is too small if it makes the team around you more effective. You may need to facilitate a focus group discussion to capture insights one day, and be asked to present a long-term strategy the next—and the idea of putting into practice the many skills and experiences you’ve gathered over the years energizes, excites, and fulfills you!
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    We’d love if you have

     

  • 3 to 5 years experience in the project management field in technology companies for customer operations, preferably in scaled support/service
  • Demonstrated excellence in project managing ambiguous strategic projects, seeing them through from start to finish. 
  • Worked with leadership to drive outcomes in steering committee discussions.
  • Proven track record of rallying different teams to reach an end goal and achieve the seemingly impossible.
  • What the candidate will learn and how will they develop at Canva

     

  • In this role, you will drive strategic projects that will set Canva up for its 1 billion users goal. This is a unique opportunity to deliver an outsized, lasting impact that will last for years to come.
  • You will be in the crossroads of many partners and will gain exposure to many different departments, allowing you countless opportunities for growth. You will be exposed to different functions, and having the chance to work with international teams and leaders.
  • You will learn from teammates who have a unique background and experience in various fields (product, design, analytics, leadership) from various global, industry-leading companies.
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    The User Voice super-group consists of 4 groups, 30+ teams in over 5 sites with hundreds of individuals who work together towards the team’s mission to empower every user and make every voice heard. 
    User Voice, especially at scale, is a complex and exciting problem space. We aim to make it easy for Canva users to seek help and support whenever they get stuck, and to always be improving Canva’s product by drawing inspiration and insight from people using Canva around the world. 
    The group that this role will join, the Global User Voice Enablement Team (fondly called GrUVE), is on a mission to delight Canva users with every support interaction, by scalably empowering every specialist to deliver excellent quality support. 
    The GrUVE team will cover Work Force Management, Content, Learning and Development, Vendor Management, Process Design, Quality and Specialist Tools Enablement. This role will act as a program manager working with all the mentioned teams ensuring that we all work together towards common strategic goals.
    Working at Canva 
    Our culture is unlike anywhere else and we design your #CanvaLife experience to empower you to do the best work of your life.  
    Whether you’re in the office, working from home or choosing your own adventure, our benefits for permanent Canvanauts include: 
    A temporary work from home setup as we prepare to provide a safe environment for Canvanauts who would like to work in the office. Our Future of Work plan is to move towards a hybrid work model (in-office & from home) You and your team can determine your ideal work setup. Whichever works best for you, #KayaSaCanva.
    Unique and flexible leaves options: :Recharge and go on your next getaway or simply take time off for yourself through our Vacation Leave, Give back through our Volunteer Leave to help out a charity or NGO of choiceSupport yourself or take care of your loved ones (even your furbabies) through our Sick or Carer’s Leave 
    Focus on your own growth and development through our Professional Educational Leave 
    An annual Vibe & Thrive allowances for you to spend on anything that supports your wellbeing. Whether it’s a workshop, an electronic stand-up desk, a gym membership, or dinner with a teammate, we encourage you to do what you need to do in order to thrive.
    Virtual and in-office wellness and development benefits including Canva University, Employee Assistance Programs, Fitness Classes and more to support your physical, mental, and social wellbeing.
    Canva For Good program that matches your not-for-profit donations and a range of sustainability and ethical initiatives to get involved in. 
    A variety of Canva clubs that you can join to connect you to fellow Canvanauts with similar interests. From cycling, skincare, pets, to foodies (and the list goes on), we got you covered! Club activities can also be done remotely or in person. 
    We make hiring decisions based on your experience, skills and passion. Please note that interviews are conducted virtually. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.