Head of Content Operations

**Canva’s Commitment and Mission
- At Canva, we celebrate diversity. We deeply believe that bringing together diversity of thoughts, perspectives and expression is key to building the best product, team and company. We look for many different skills and abilities, as well as how you can enhance Canva and our culture. So, even if you don’t think you quite meet all of the skills listed or tick all the boxes, we’d still love to hear from you- Our mission at Canva is to empower the world to design and since launching in 2013, we have grown exponentially, amassing over 100+ million monthly active users across 190 different countries and a team of over 3,000 peopleand the best bit is that we’ve only achieved 1% of what we know we’re capable of.- Join us and design your future.**Why do we need this role?**
- As Canva continues to grow and scale to 1B users, Global User Voice Enablement role is to ensure that User voice specialists operations will be successful in their roles in making our users happy. We need to ensure that they have the right resources and job aides which are continuously and constantly being updated, especially whenever there are process updates, product releases and the like.- The Content Operation Team plays an important role in ensuring our overall Help Experience is effective-specifically by making sure that existing content across Canva’s help platforms (Knowledge base, templated responses, Help Centre, etc.) are up to date, in the midst of new features and product changes across the company.- This leadership role is critical in ensuring that there is both a strategic roadmap and operational processes in place. The Head of Content Operations is expected to set the roadmap to level up our content practices, including setting up the principles for information architecture, discoverability, and overall effectiveness of content. Operational processes also need to be in place, includeing streamlined intake and information cascade process, alongside continuous iteration of content informed by data and insight. Finally, the Head of Content Operations will be leading the team by supporting their growth & development.**How will this role help Canva achieve its mission?**
- We know that delighted users are loyal to Canva. Content is key in ensuring that our users’ issues get resolved in using the best path possible, in a delightful way. This team will enable specialists to support and make our users happy**About the role/specialty**
- As Canva continues on its rapid trajectory of growth, its customer support needs become increasingly complex. Thus, ensuring that the content we serve in various channels are intuitive and updated remains a constant challenge.- Consequential to this complexity is also the higher volume of releases and product updates weekly which requires a robust Content Operations process to be in place.- **What we’re looking for**:

- **You have a unique ability to organize a lot of information and complexity -** You think strategically while pushing for clarity and simplicity. You have a gift for organizing and communicating complex information and ideas so that people find them intuitive to consume. You adopt a user-first mindset and work hard to deeply understand the needs of internal and external users.
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You lead - **You are a thought leader and a people leader. You take a proactive approach in solving problems, and continue to find ways to elevate the way things are done today.
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You are willing to roll up your sleeves - **You are self-motivated and adaptable. You’re happy to roll up your sleeves with any task towards the bigger picture, no task is too small if it makes the team around you more effective. You may need to facilitate a focus group discussion to gather insights one day, and be asked to present a long-term strategy the next
- and the idea of putting into practice the many skills and experiences you’ve gathered over the years energizes, excites, and fulfills you
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You collaborate and communicate with ease -** You’ll be able to understand the complexity of working with multiple stakeholders with different needs. You will be the main point of contact for the team, liaising with various stakeholders across the organisation to clarify briefs, align expectations, manage deliverables and timelines as well as identify future opportunities for collaboration. You'll work closely with multiple teams to craft your team's immediate roadmap while rallying others around your longer term vision for knowledge management.

**About you**:

- 3 to 5 years leadership experience in knowledge architecture/knowledge management roles for scaled operations (i.e. customer support, customer success)
- Demonstrated excellence in organizing information and writing as a craft
- Excellent problem-solver, strategic thinker/architect, and implementation track record
- Proven track record of rallying different teams to reach an end goal and achieve the seemingly impo