Content Operations Lead - Customer Service

Job Description
Join 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 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 we've created an environment that truly empowers you to thrive.
What you'd be doing in this role
In this role, you'll 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, AI-ready, and actionable-so users can quickly self-serve answers, and our Customer Happiness Team (CHT) specialists can confidently support them. Whether through Help Center articles, AI-powered chatbots, internal knowledge bases, or pre-written 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 DNA-but we like to think that's all part of the fun. So while these are the key areas you'll 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 execution, and top-notch quality at every step.
• Driving execution 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 execution.
• 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 quality-ensuring the team operates at its highest potential.

You're probably a match if:

• You have extensive experience in content operations, content strategy, or workflow optimization- even if you haven't worked directly in knowledge management but have experience in copywriting, UX writing, or other relevant domains
• You have a strong background in creating high-quality, user-friendly written content that supports self-service experiences
• You're 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 fast-paced environments and can adapt quickly to change while maintaining a high standard of work
• You're a natural leader who can coach, mentor, and inspire a team to deliver scalable, high-quality content.
• You have an analytical mindset, using data and insights to guide decisions and optimize content performance

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 Canva's knowledge base and support content remain world-class, helping users find solutions independently and efficiently.
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, 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.
Here's a taste of what's 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.com 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 don't feel like your skills quite match what's listed above-we still want to hear from you!
Please note that interviews are conducted virtually.