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Head of Product - User Voice & Help Experience (Relocate to Sydney, Australia)
CanvaSan Francisco, United Statesfull_timeVerifiedPosted 31 Jul 2023
About the role
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 office is in Sydney, Australia, but we've made our way from down under, to hubs in Austin and San Francisco, which are now home to our US operations. So whether you're in Texas or California, you have choice in where and how you work in each of those states. 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.
Background on our structure (meet our Supergroups!)
With over 80+ teams across Canva, many of which are globally distributed teams in Sydney, Manila, Beijing, and the USA, we’ve organized our Teams and Groups of teams into what Canva terms "Supergroups" to help us achieve our goals. Each Supergroup across Canva effectively operates as a highly-enabled, self-contained startup that owns parts of our overall strategy, which ultimately map back to our foundational mission pillars. While nimble and empowered, these groups plug into the broader Canva organization through close collaboration with other supergroups to supercharge every detail of our customer experience.
About the User Voice Supergroup
Help and support, especially at scale, is a complex and exciting problem space. With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners; our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and chat experience.
User Voice is at a critical point in its development due to 2 large changes in the Product area. First, Canva's scale and growth mean that decisions have significant impact on many users and team members, whose needs are changing fast. Second, technology developments in this space are rapidly changing expectations and likely future approaches. We need a leader to guide the SuperGroup through this complicated period.
About Product @ Canva
At the heart of Canva's mission to provide accessible design tools to everyone in the world lies the Product Management organization. The dedicated team of Product Managers is instrumental in bringing this vision to life. They work closely with Canva's founders to set the strategic direction for product initiatives, define the scope and success metrics, and create exceptional products and features that empower users to design and communicate visually.
In order to achieve this ambitious goal, our Product Leaders and 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.
It’s our responsibility to see products through their entire lifecycle—from concept through to validation, build, post-launch analytics and iterations.
A bit about you...
You can dream up a vision, set a product strategy and bring teams together to create and deliver a roadmap that requires multiple teams and groups to support. You thrive in a collaborative fast-paced environment, working with Product, Engineering, Design, Marketing, Sales, and everyone else in between. You have experience scaling a team during hyper-growth, and coaching a team of multiple product managers and your communication skills empower you to inspire your teams to dream and achieve crazy big goals.
You love to take green-field opportunities and build solutions, teams & processes to solve them. Living and breathing all things growth, you make data-informed, strategic decisions and deliver on them to lead your team to great results.
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 office is in Sydney, Australia, but we've made our way from down under, to hubs in Austin and San Francisco, which are now home to our US operations. So whether you're in Texas or California, you have choice in where and how you work in each of those states. 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.
Background on our structure (meet our Supergroups!)
With over 80+ teams across Canva, many of which are globally distributed teams in Sydney, Manila, Beijing, and the USA, we’ve organized our Teams and Groups of teams into what Canva terms "Supergroups" to help us achieve our goals. Each Supergroup across Canva effectively operates as a highly-enabled, self-contained startup that owns parts of our overall strategy, which ultimately map back to our foundational mission pillars. While nimble and empowered, these groups plug into the broader Canva organization through close collaboration with other supergroups to supercharge every detail of our customer experience.
About the User Voice Supergroup
Help and support, especially at scale, is a complex and exciting problem space. With a mission of “Every user empowered, every voice heard”, Canva’s User Voice super group is the critical interface to our most valuable partners; our users. We want to ensure that they have a flawless experience while using Canva products as we scale our way to support 1 billion users. Our teams are responsible for unlocking how we can deliver exceptional customer experience through streamlined and scalable systems, an optimized contact flow, expert support specialists, customer insights, plus tools to enable self-help such as our Help Center, Assistant and chat experience.
User Voice is at a critical point in its development due to 2 large changes in the Product area. First, Canva's scale and growth mean that decisions have significant impact on many users and team members, whose needs are changing fast. Second, technology developments in this space are rapidly changing expectations and likely future approaches. We need a leader to guide the SuperGroup through this complicated period.
About Product @ Canva
At the heart of Canva's mission to provide accessible design tools to everyone in the world lies the Product Management organization. The dedicated team of Product Managers is instrumental in bringing this vision to life. They work closely with Canva's founders to set the strategic direction for product initiatives, define the scope and success metrics, and create exceptional products and features that empower users to design and communicate visually.
In order to achieve this ambitious goal, our Product Leaders and 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.
It’s our responsibility to see products through their entire lifecycle—from concept through to validation, build, post-launch analytics and iterations.
A bit about you...
You can dream up a vision, set a product strategy and bring teams together to create and deliver a roadmap that requires multiple teams and groups to support. You thrive in a collaborative fast-paced environment, working with Product, Engineering, Design, Marketing, Sales, and everyone else in between. You have experience scaling a team during hyper-growth, and coaching a team of multiple product managers and your communication skills empower you to inspire your teams to dream and achieve crazy big goals.
You love to take green-field opportunities and build solutions, teams & processes to solve them. Living and breathing all things growth, you make data-informed, strategic decisions and deliver on them to lead your team to great results.
What you'll do
- Build a short, medium and long-term Product strategy and roadmap for UserVoice. Build this from a clear understanding of what users from all parts of Canva require.
- Be a subject matter expert by keeping up to the minute on relevant trends and developm
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