Content Operations Lead - Customer Service

Join the team redefining how the world experiences design.

Hey gday mabuhay kia ora hallo vtejte!

Thanks for stopping by. We know job hunting can be a little timeconsuming and youre probably keen to find out whats on offer so well get straight to the point. 

Where and how you can work

Our flagship campus is in Sydney Australia but with many of our Canvanauts calling the Philippines home our office in Manila is a buzzing place. This role is encouraged to be on a hybrid setup so weve created an environment that truly empowers you to thrive.

What youd be doing in this role

In this role youll be the driving force behind content delivery leading a team of writers based in Manila. Your primary focus will be streamlining content workflows maintaining high content quality and ensuring that both users and support specialists get the right information at the right time in the right place.

The Content Operations team plays a critical role in making help content easy to find AIready and actionableso users can quickly selfserve answers and our Customer Happiness Team (CHT) specialists can confidently support them. Whether through Help Center articles AIpowered chatbots internal knowledge bases or prewritten email and chat responses Content Operations ensures support content is clear consistent and scalable across all channels.

As Canva scales change remains part of our DNAbut we like to think thats all part of the fun. So while these are the key areas youll focus on when you start your role will evolve as we grow.

At the moment this role is focused on:

• Leading and empowering a team of writers to create impactful content that enhances user experiences and aligns with strategic goals.
• Coaching and developing team members fostering a growth mindset and creating opportunities for learning and professional development.
• Overseeing content operations from start to finish ensuring smooth workflows seamless and topnotch quality at every step.
• Driving and project management by prioritizing key content initiatives managing projects with agility and ensuring deliverables meet evolving business needs.
• Optimizing content workflows and processes for efficiency scalability and impact.
• Managing delivery calendars and launch roadmaps to keep content on track and ensure timely .
• Upholding and elevating content quality standards ensuring accuracy consistency and alignment with best practices.
• Driving continuous improvement by leveraging insights identifying opportunities for growth and implementing new strategies to enhance content and operational effectiveness.
• Collaborating with stakeholders keeping teams and leadership informed on progress roadblocks and key milestones.
• Leading through change advocating for adaptability and fostering a culture of resilience and innovation.
• Monitoring and improving content production efficiency and qualityensuring the team operates at its highest potential.

Youre probably a match if:

• You have extensive experience in content operations content strategy or workflow optimizationeven if you havent worked directly in knowledge management but have experience in copywriting UX writing or other relevant domains
• You have a strong background in creating highquality userfriendly written content that supports selfservice experiences
• Youre passionate about making content clear accessible and impactful for diverse audiences
• You have a knack for improving content processes and making workflows more efficient
• You thrive in fastpaced environments and can adapt quickly to change while maintaining a high standard of work
• Youre a natural leader who can coach mentor and inspire a team to deliver scalable highquality content.
• You have an analytical mindset using data and insights to guide decisions and optimize content performance
• Disclaimer for internal candidates: The skills required for this role are best suited to C/C1s or equivalent levels according to our policy

About the team

The Global User Voice Enablement Group is on a mission to delight users in every interaction with Canva by empowering every specialist to deliver outstanding support. This team plays a crucial role in ensuring Canvas knowledge base and support content remain worldclass helping users find solutions independently and efficiently.

Whats in it for you

Achieving our crazy big goals motivates us to work hardand we dobut youll experience lots of moments of magic connectivity and fun woven throughout life at Canva too. We also offer a range of benefits to set you up for success both in and outside of work.

Heres a taste of whats on offer:

• 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 office setup & more
• Flexible leave options that empower you to be a force for good take time to recharge and supports you personally

Check out lifeatcanva for more info.

Other stuff to know

We make hiring decisions based on your experience skills and passion as well as how you can enhance Canva and our culture. When you apply please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you dont feel like your skills quite match whats listed abovewe still want to hear from you!

Please note that interviews are conducted virtually.

Remote Work :

Yes

Employment Type :

Fulltime