Product Manager- Specialist Experience

**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 86 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.**
- The mission of Product Managers at Canva is to create the most accessible design tool for every person in the world. We believe that we can improve the world by empowering everyone to design and communicate visually. As a Product Manager at Canva, you help set this vision, define what that future looks like, and build the products and features that get us there.- Product Managers collaborate with Canva's founders to set the strategic direction, scope, and success metrics for product initiatives. We work across teams of designers, software engineers, marketers, and analysts to ensure we're delivering an exceptional experience to all our users. We are responsible for implementing and collaborating on product strategy, road mapping, and prioritisation as our product grows.**About the User Voice Agent Experience team
- Canva's User Voice group is on a mission to empower millions of users worldwide through a world-class help and support experience - a complex and exciting problem space, and critical to enable Canva's Crazy Big Goals.- As our users and their needs grow at a rapid pace, our Customer Happiness Team (CHT) will require the right tools and systems to continue to deliver exceptional support at scale. The Specialist Experience team will empower CHT Specialists through optimised bespoke systems, ensure efficient processes are backed by technology, and own the impact of recent significant support investments, most notably Zendesk.- As this is a brand new team, you will play a key role in shaping and defining the mission and direction of the team. It is an exciting opportunity to immerse in the space and set your team up for success**About You**:

- You are passionate about delivering exceptional customer experience and understand how that begins with a strong, efficient agent experience.
- You are excited by the opportunity to contribute to a rapidly growing and critical function of Canva
- You recognise the impact that can come from internal enhancements, and are excited to work in an internal enablement domain.
- You are able to make decisions based on qualitative and quantitative assessments, manage many stakeholders, and drive results through strong vision and strategy.
- You are a strong collaborator and communicator and energized by working across many teams, specialties, and geographies.

**What You'll Be Doing**:

- Building the mission, vision and roadmap for Specialist Experience at Canva, setting the team up for success
- Serving as the domain expert for agent process and tooling at Canva
- Understanding why CHT operates as it does, how it leverages various tools and platforms, and where the biggest areas of opportunity/impact are
- Championing and enhancing critical systems including Zendesk, Playvox, and bespoke internal/admin platforms
- Partnering with product, technical, design and business stakeholders across Canva to discover opportunities and prioritize what really matters
- Defining a vision and strategy for new platform capabilities aligned with Canva's mission & goals that delivers real value to our Specialists and therefore users.
- Balancing the needs of CHT Specialists with delivering a strong customer experience and achieving operational goals

**Experience You'll Bring**:

- You have demonstrated ability in product management of a software product, with bonus points for experience with support or internal systems
- You have exceptional verbal and written communication skills
- You're experienced and comfortable with proactively engaging stakeholders and working cross-functionally with multiple teams, across multiple geographies and time zones
- You have confidence starting a team from scratch - you are able to hit the ground running defining rituals, building strong peer relationships, and aligning your team to the context
- A strong technical background will be advantageous for this role, particularly for managing competing priorities across varied internal systems, understanding how various tools, systems and process fit together, and identifying opportunities to simplify or refine process through technology

**How You'll Grow**:

- You'll learn how to think big, really big and take 10