Program Manager

7 days ago

Sydney, Australia Canva Full time

**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. That means if you want to do your thing in the office (if you're near one), at home or a bit of both, it's up to you.**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.**Want to join Canva?
- We need to ensure that we have the customer and operational fundamentals in place as we scale to 1B users.- The recent forming of the Global User Voice Enablement team has surfaced key opportunities (listed below) to set programs up that will allow us to scale successfully.- This role will drive the rollout of key strategic projects in the Global User Voice - customer support space, for instance:

-**:

- **Leading the initiative to offer customers new channels to contact support (chat or phone support), with a focus on leading cross-functional collaborators for a seamless execution;
-**:

- **Selecting and implementing software and tools that help us unlock the next level of efficiency for our global support network, such as the team management tool;
-**:

- **Introducing new processes to streamline our scaled operations, such as proper intake processes, critical metrics and scorecards, and operational review cadences- ... and many other strategic programs, all to set us up for our 1 billion users goal- We would require an adaptable program manager who takes a cross-functional perspective and ensures that the Quality, Learning, Knowledge/Content, Workforce, Vendor, and other teams are aligned in the execution of the strategic programs mentioned, as the respective teams focus on delivering operational excellence in their BAU and team-specific initiatives.**About the User Voice Supergroup
- The User Voice super-group consists of 4 groups, 30+ teams in over 5 sites with hundreds of individuals who work together towards the team’s mission to empower every user and make every voice heard.- User Voice, especially at scale, is a complex and exciting problem space. We aim to make it easy for Canva users to seek help and support whenever they get stuck, and to always be improving Canva's product by drawing inspiration and insight from people using Canva around the world.- The group that this role will join, the Global User Voice Enablement Team (fondly called GrUVE), is on a mission to delight Canva users with every support interaction, by scalably empowering every specialist to deliver excellent quality support.- The GrUVE team will cover Work Force Management, Content, Learning and Development, Vendor Management, Process Design, User Voice Systems, Quality and Specialist Tools Enablement. This role will act as a program manager working with all the mentioned teams ensuring that we all work together towards common strategic goals**What you'll be doing**:

- Partner with the User Voice Leads to capture relevant contextual information, asking the right questions, that will help set you up for your goal/s.
- Scope projects from chaos to clarity. Solve ambiguous problems by approaching them in a structured and logical manner.
- Drive projects forward by coordinating timelines, turning points, and statuses, flagging dependencies, and calling out issues as needed.
- Quantify the goals and impact of your project, with customer and business outcomes in mind. Continuously find ways to sustain and improve the outcomes.
- Facilitate the running of smooth, efficient operations including setting goals, defining scorecards and operational cadences as needed

**About you**:

- **You have a unique skill to move projects from chaos to clarity -** We receive briefs in all shapes and sizes, from rough ideas to more well-thought-out complex problems. You’ll be identifying the program/project scope, clarifying outcomes, anticipating needs, understanding timelines, leading across teams, resourcing, and goals, all to steer the team to move in the same direction, forward. You’re able to find solutions even without perfect precedents or direction, and map out a path to clarity and execution.
- **
You collaborate with ease -** You’ll be able to understand the complexity of working with multiple collaborators with different needs. You will be the point of contact for the team, collaborating closely with various partners across the organization to clarify briefs, set shared expectations, lead goals and timelines as well as identify future opportunities for col

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