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Head of Content Operations

Canva

Location: Sydney

Job Type: Full time

Posted


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 100+ 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.

Why do we need this role?
As Canva continues to grow and scale to 1B users, Global User Voice Enablement role is to ensure that User voice specialists operations will be successful in their roles in making our users happy. We need to ensure that they have the right resources and job aides which are continuously and constantly being updated, especially whenever there are process updates, product releases and the like.
The Content Operation Team plays an important role in ensuring our overall Help Experience is effective–specifically by making sure that existing content across Canva’s help platforms (Knowledge base, templated responses, Help Centre, etc.) are up to date, in the midst of new features and product changes across the company.

This leadership role is critical in ensuring that there is both a strategic roadmap and operational processes in place. The Head of Content Operations is expected to set the roadmap to level up our content practices, including setting up the principles for information architecture, discoverability, and overall effectiveness of content. Operational processes also need to be in place, includeing streamlined intake and information cascade process, alongside continuous iteration of content informed by data and insight. Finally, the Head of Content Operations will be leading the team by supporting their growth & development.

How will this role help Canva achieve its mission?
We know that delighted users are loyal to Canva. Content is key in ensuring that our users’ issues get resolved in using the best path possible, in a delightful way. This team will enable specialists to support and make our users happy

About the role/specialty
As Canva continues on its rapid trajectory of growth, its customer support needs become increasingly complex. Thus, ensuring that the content we serve in various channels are intuitive and updated remains a constant challenge.
Consequential to this complexity is also the higher volume of releases and product updates weekly which requires a robust Content Operations process to be in place.

The Content Operations team is responsible for updating, sanitizing, and all-around managing our specialists’ knowledge base which includes knowledge articles, email macros for specialists to use, and other important internal communications to specialists about product releases and updates. The goal is to ensure that all processes and product updates, whether new or existing, are properly documented so that specialists have ready-made references to use whenever they're handling tickets.

Equally important is ensuring that customer-facing content remains effective and updated. Our Help Centre (https://www.canva.com/help/) is where users go to, seeking answers. With the goal of ensuring that our customers find the right answers as effortlessly as possible, it is important that our Help content is accurate and intuitive to use.

What we’re looking for

  • You have a unique ability to organize a lot of information and complexity - You think strategically while pushing for clarity and simplicity. You have a gift for organizing and communicating complex information and ideas so that people find them intuitive to consume. You adopt a user-first mindset and work hard to deeply understand the needs of internal and external users.

  • You lead - You are a thought leader and a people leader. You take a proactive approach in solving problems, and continue to find ways to elevate the way things are done today.

  • 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 gather 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!

  • You collaborate and communicate with ease - You’ll be able to understand the complexity of working with multiple stakeholders with different needs. You will be the main point of contact for the team, liaising with various stakeholders across the organisation to clarify briefs, align expectations, manage deliverables and timelines as well as identify future opportunities for collaboration. You'll work closely with multiple teams to craft your team's immediate roadmap while rallying others around your longer term vision for knowledge management.
  • About you

  • 3 to 5 years leadership experience in knowledge architecture/knowledge management roles for scaled operations (i.e. customer support, customer success)
  • Demonstrated excellence in organizing information and writing as a craft
  • Excellent problem-solver, strategic thinker/architect, and implementation track record
  • 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 set the strategic foundations 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 stakeholders and will gain exposure to many different departments, allowing you countless opportunities for growth. You will be exposed to different functions, and have the chance to work with international teams and leaders.
  • You will learn from teammates who have a diverse backgrounds and experience in various fields (product, design, analytics, leadership) from various global, industry-leading companies.
  • About the Customer Happiness Team

    The Customer Happiness Team’s role is to support Canva as a growing business primarily through making Canva users happy. Consequently, these users will become Canva fans for life. This can be achieved by ensuring that users’ inquiries and needs are attended to in a timely manner with appropriate solutions addressing the users needs. In tandem, we also want to collect user feedback and communicate our findings to other departments that support our continuous improvement.

    As Canva continues on its rapid trajectory of growth, its customer support needs become increasingly complex. Thus, the need for a mechanism to ensure we are accurately answering customer queries and following established protocols become greater. Consequential to this complexity is also the higher volume of releases and product updates weekly which requires a robust knowledge base to be used as the single source of truth by the specialists, hence the need to build a KM team. The Knowledge Management Team is responsible for updating, sanitizing, and all-around leading our CHT knowledge base which includes knowledge articles, email macros for specialists to use, and other important internal communications to specialists about product releases and updates. The goal is to ensure that all processes and product updates, whether new or existing, are properly documented so that specialists have ready-made references to use whenever they're handling tickets.

    #hybrid #LI-BM1

    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:

    • Equity packages for you to truly be a part of the Canva journey.
    • We have a hybrid work model (in-office & from home), with our offices are always open to you balancing flexibility and connection
    • Flexible leave so you can recharge, give back, support others or focus on your own professional development.
    • Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey.
    • An annual Vibe & Thrive allowance. This is for you to spend on whatever will support your wellbeing and development.. because you know what you need to Vibe and Thrive, better than anyone.
    • Virtual and in-office wellness benefits including Canva University, Employee Assistant Programs and Fitness & Meditation Classes.
    • Canva For Good program matching your not-for-profit donations, Force for Good leave (3 paid volunteering days) and a range of sustainability and ethical initiatives to get involved in.

    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.