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Lead Capacity Planner - Customer Service



Customer Service
Manila, Philippines
Posted on Tuesday, May 21, 2024

Job Description

Join the team redefining how the world experiences design.
Kamusta, 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, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we've created an environment that truly empowers you to thrive.

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.

At the moment, this role is focused on:

  • Driving growth through data and innovation - Feel empowered to be creative and insightful, especially in exploring new technologies, WFM methodologies, and best practices to improve the metrics of the Specialist Operations (SO) team
  • Bringing chaos to clarity - Analyze and identify areas for improvements in the Specialist Operations (SO) team by conducting research, deep investigations, and workflows and business procedure analyses
  • Being a well of wisdom - Formulate recommendations and coordinate with varying, diverse teams within our User Voice Group to ensure action plans for operational efficiency have follow-through
  • Creating local, impacting global - Help the business build and implement new systems and processes, consequently setting the Specialist Operations (SO) team up for success at scale
  • Exploring your depth and own your growth - Take charge of your own experiences; have ad-hoc involvement and support in wider initiatives across varying teams
  • Getting the fundamentals right - Ensure that as Canva grows, our BAU scales with it. This means you can:
    • Predict user demand for customer service support - create accurate forecast models
    • Build profitable capacity plans - maximize staffing while minimizing cost, ensuring we are scaling for 1 billion monthly active users
    • Provide insights for informed strategic decisions - provide long-term solutions for managing both volume and staff
    • Drive operational efficiency - revisits and challenges assumptions to drive optimal staff planning

Note: This is an individual contributor role and won't be including coaching responsibilities.

You're probably a match if:

  • You have a deep and wide experience in end-to-end Workforce Management within customer service or contact center operations, leading with a bias for action
  • You have a passion for all things data and have a good grasp of extracting operational insights from large and complex data sets to ultimately drive business decisions and results
  • You have a knack for project management and process improvement, widening your collaboration across cross-functional teams
  • You value customer centricity complemented with a big-picture approach to understand user issues and provide solutions proactively
  • You have a drive for clear communication and partnership to ensure goals are met and can confidently rally the teams you are working with while keeping several plates spinning at the same time
  • You have a tested ability to navigate ambiguity and complexity while #pursuingexcellence, in tandem with the flexibility to respond quickly to changes in day-to-day operations

About the team
Global User Voice Enablement Team (fondly called GrUVE), is on a mission to delight Canva users with every support interaction, by scalably empowering every customer specialist to deliver excellent quality support.

The GrUVE team will cover Work Force Management, Content, Learning and Development, Vendor Management, Process Design, 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'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 range 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.