Senior Operations Lead - Customer Service

Job DescriptionJoin the team redefining how the world experiences design.Hey, g'day, mabuhay, kia ora, ??, 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 teamsLeading large-scale operational initiatives and driving service excellence across human support functionsActing as a trusted liaison with global leadership, ensuring alignment and clear execution on org-wide objectivesMentoring team leads and building leadership pipelines to fuel continuous growth and performanceDriving operational excellence through AI-empowered process improvements, tooling, and data-led decisionsBuilding strong cross-functional relationships to ensure cohesive execution of high-impact strategiesYou're probably a match ifYou've led multiple functions in a senior Customer Service or Operations leadership role and thrived in high-growth, fast-paced environmentsYou bring strategic leadership thinking and analytical rigor to every challenge, with deep experience using data and insights to improve service outcomesYou're a systems thinker with a track record of optimizing workflows, processes, and service delivery modelsYou're a people-first leader who uplifts others, develops high-performing teams, and fosters cultures of accountability and collaborationYou're comfortable navigating ambiguity and influencing without formal authority – and know how to rally others behind a shared visionYou're curious, adaptable, and inspired by a mission to empower users and elevate experienceAbout 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 big goals motivates us to work hard – and we do – but you'll experience moments of magic, connection, and fun woven throughout life at Canva.

We also offer a range of benefits to support your success : Equity packages – we want our success to be yours tooInclusive parental leave policy supporting all parents & carersAn annual Vibe & Thrive allowance for your wellbeing, social connection, and home office setupFlexible leave options to recharge and contribute positivelyCheck out lifeatcanva.com 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 love to hear from you!Interviews are conducted virtually.

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