Business Transformation Lead - Service Quality

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
As Canva scales, change continues to be part of our DNA. This role blends strategic leadership with hands-on execution, ensuring that service quality remains exceptional while driving business transformation.
At the moment, this role is focused on:

• Strategic Leadership & Business Transformation:
  • Lead and mentor a high-performing team through periods of significant business change and transformation.
  • Develop and execute a digital strategy that leverages technology and Generative AI that changes the status quo and drive operational excellence.
  • Build and deploy innovative programs, solutions, and initiatives across a global organization, ensuring seamless integration with cross-functional teams including customer support, engineering, product management, and quality
• Digitalisation of Quality Assurance:
  • Spearhead the digital transformation of our Quality Assurance function in customer support, implementing an Auto QA framework capable of auditing hundreds of thousands of support tickets.
  • Generate actionable insights from automated audits to continuously improve customer experience.
• Vision, Strategy & Innovation:
  • Craft and communicate a compelling vision and strategy that delivers exponential improvements in customer experience.
  • Navigate complex organizational challenges, engaging with stakeholders from diverse specialties to align operational needs with cutting-edge technological solutions.
• Talent Development & Team Empowerment:
  • Foster a growth mindset within the team by setting clear, actionable goals and providing nuanced, timely feedback.
  • Inspire personal and professional growth by championing talent evolution, skill enhancement, and high performance.
  • Create a culture that encourages team members to push boundaries, aligning individual career aspirations with broader business objectives in line with Canva's value of Pursuing Excellence
• Embodying Canva's Values:
  • Serve as an empathetic leader who embodies and promotes Canva's core values.
  • Drive a collaborative and inclusive work environment that champions creativity, innovation, and continuous improvement.

You're probably a match if:

• You're a strategic leader with a proven track record in business transformation, skilled in stakeholder management across diverse specialties.
• You balance high-level vision with hands-on execution, anticipating challenges while rolling up your sleeves to drive meaningful change.
• You have deep expertise in digital strategy and automation, leveraging AI and technology to solve operational challenges and enhance customer experience.
• You're a strong communicator and collaborator, fostering open dialogue across teams and influencing key decisions.
• You thrive in fast-paced, high-growth environments, guiding teams through scale, transformation, and continuous improvement.
• You have experience working with quality teams in customer support, understanding how service quality impacts business outcomes.

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.