Canva
SaaS • Media • Education
Canva is a versatile online design platform that empowers users to create a wide range of professional designs with ease. From social media posts and presentations to business cards and posters, Canva provides thousands of templates and design tools to help users bring their creative ideas to life. The platform also offers a suite of AI-powered features to enhance creativity and productivity, including tools like Magic Write for copy generation and Magic Edit for photo transformations. Canva caters to individuals, teams, and enterprises, making it an ideal solution for collaborative design and workflow management. It is also committed to sustainability and social impact, offering free educational and nonprofit access to its premium features.
Vendor Partnership, Customer Service
Job not on LinkedIn
November 6
Canva
SaaS • Media • Education
Canva is a versatile online design platform that empowers users to create a wide range of professional designs with ease. From social media posts and presentations to business cards and posters, Canva provides thousands of templates and design tools to help users bring their creative ideas to life. The platform also offers a suite of AI-powered features to enhance creativity and productivity, including tools like Magic Write for copy generation and Magic Edit for photo transformations. Canva caters to individuals, teams, and enterprises, making it an ideal solution for collaborative design and workflow management. It is also committed to sustainability and social impact, offering free educational and nonprofit access to its premium features.
📋 Description
• Being Canva’s culture and values ambassador: Ensure that all undertakings with the BPO partners are aligned with Canva’s core values • Taking ownership of BAU operations: Supervise the day-to-day operations of our support BPO vendors, ensuring all relevant teams are engaged appropriately • Driving continuous improvement: Continuously improve key performance metrics (e.g. Customer Satisfaction, Time to Full Resolution, Resolutions per Productive Hour) • Innovating and optimizing: Operate with a continuous improvement mentality; identify operational and workflow gaps both within and without your immediate scope to suss out solutions resulting in improved user experience at optimal cost • Being a strategic partner: Liaise with vendors both on and off-site with a view to improve supplier performance and relationships • Contributing to the outsourcing strategy: Provide inputs in the continuous reiteration of Canva’s outsourcing design framework. This will be used to determine what work will be outsourced vs what will be retained in-house • Commercial negotiations: Provide inputs to Canva’s procurement team to advise selection and negotiation of commercial contracts with support vendors • Driving breakthroughs toward our North Star: Participate in the development of the bigger group’s strategic business plan and monitor progress against goals • Implementing special projects: Collaborate with internal Canva teams and ideate, design and ultimately launch special projects that will directly impact overall Support Vendor performance
🎯 Requirements
• 2+ years of leadership experience managing international outsourcing operations at scale across customer service, process management, or operational excellence functions • A solid understanding of training, quality, workforce, and finance operations within vendor environments • Excellent project management skills with a strong bias for action — you can set priorities, communicate across multiple levels, and drive continuous improvement initiatives • Great organizational skills and the ability to build strong relationships with cross-functional partners internally and externally • Highly analytical mindset — able to break down complex problems into actionable steps and measurable results • Proven experience managing multi-vendor, multi-region partnerships, translating high-level strategy into detailed execution and performance insights • A proactive, hands-on approach — comfortable getting into the details while keeping sight of strategic goals • A self-starter attitude with strong ownership and autonomy • Enjoys traveling to both domestic and international vendor sites to build partnerships and improve performance on the ground
🏖️ Benefits
• Equity packages – we want our success to be yours too • Inclusive parental leave policy that supports all parents & carers • An annual Vibe & Thrive allowance for wellbeing, connection, and home office setup • Flexible leave options for rest, growth, and impact • Global exposure and opportunities to grow within one of the world’s most loved design platforms
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