Operations Business Partner - Product Ops (User Help Experience)

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. We also have a campus in Melbourne and co-working spaces in Brisbane, Perth and Adelaide. But you have choice in where and how you work, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals.

About the Team

Help and support, especially at scale, is a complex and exciting problem space. With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners, our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and Chatbot.

User Help Experience group’s mission is to empower every user to instantly solve their issue or answer their question. The group covers our Assistant, Chatbot, Help Center and Support Pathways.

What you’d be doing in this role

As Canva scales change continues to be part of our DNA. But we like to think that's all part of the fun. So this will give you the flavour of the type of things you'll be working on when you start, but this will likely evolve.

An Operations Business Partners works alongside the Leadership Operations role, as well as the Group Lead, and are responsible for improving how the group operates. The main goal is to ensure that the group is incredibly efficient & effective by setting processes and building out the groups operational foundations.

At the moment, this role is focused on:

• Owning the internal operations of the group, ensuring the team’s time is maximised and everyone is rowing in the same direction. You’ll ensure we have built administrative infrastructure that is essential to building operational excellence and hitting goals, and constantly looking for ways to improve the operational cadence of the Group.
• Playing the role of Chief Wrangler: You are proactive in wrangling the Group, facilitating relationships to ensure all relevant teams and partners are up to date and working efficiently, that they adhere to best practices for communication, documentation, retros & wider context sharing and you ensure concerns are anticipated and raised early to appropriate owners in order to resolve issues that prevent progress.
• Proactively driving initiatives forward: You’ll be a key stakeholder driving a culture of delivery within our User Help Experience group. Reported into the groups Leadership Operations Canvanaut, you’ll work closely with the Group leadership team, and have visibility across big picture initiatives, connecting the pieces, and breaking them down into manageable efforts.
• Owning and leading the goal planning processes; You’ll be the key point of contact for everything from planning to defining deliverables, managing timelines and delivery across tools such as sheets, JPD and Jira. You’ll help drive clarity through clear project communications, ensuring all stakeholders are kept informed of their progress, challenges, and changes. You never stop until your better is best, so you’ll be constantly iterating as User Voice and Canva grows.
• Being the Glue of the Team: You will facilitate effective communication among project teams through storytelling, promoting collaboration and cross functional alignment. Working closely with project leads you will understand challenges, and then devise strategies to mitigate these issues, such as improving communication channels, implementing new project management tools, or redefining roles and responsibilities within the project. Coordinating and wrangling representatives and content for group, supergroup and company-wide events, alongside arranging celebrations & events for the team.
• Forecasting and predicting emerging opportunities: In time, and working with Group Leadership and Leadership Ops to help you forecast and anticipate emerging opportunities across the Group, and preemptively work on solutions, constantly looking for areas to improve.

You're probably a match if

• You have experience working in a Operations, Program, Project Management role, Product Operations or a similar role within the start/ scale up tech or SaaS product environment or consulting environment.
• You have experience prioritising, managing and tracking multiple projects simultaneously with the ability to work autonomously in a fast-paced, high-growth environment
• You have experience collaborating effectively with product teams, including engineers, product managers, and designers, to drive operational efficiency and alignment.
• You have a keen eye for detail and a strong desire to uphold high standards of excellence
• You’re truly self-motivated with a desire to constantly learn, develop and grow an inaugural role to build out the specialty
• You are able to build relationships and rapport quickly across different parts and levels of the business and constantly expand internal networks
• You are comfortable operating in the grey. We don't often have all the information required and priorities can shift and change quickly, so a comfort with ambiguity and bringing clarity to these situations is a must.

About the Role

At Canva, we’re all constantly striving towards our Crazy Big Goals! Since growing to a worldwide team of over 5,500 we need to ensure we’re working as effectively and efficiently as possible, which is where our Operational Business Partners come in. In this role you will own the group's cadences, communications and goal tracking and organise team events and celebrations. You will coordinate special projects and drive them to unilateral success by coordinating and communicating between key project owners. In short, you'll be the chief wrangler of anything operationally within the group that needs focus.

Using your experience with program/project management, product operations, administration, and relationship-building you will work with cross-functional teams and working groups to help Canva to achieve the level of operational efficiency, cooperation & collaboration that our front-line teams need to hit our goals.

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 stack of benefits to set you up for every success 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.