Vendor Partnership, Customer Service

Company Description

Job Description

Join The Team Redefining How The World Experiences Design.

Hey, mabuhay!

Thanks for stopping by. We know job hunting can take time, so we’ll get straight to it.

Where And How You Can Work

Our Manila campus is home to our growing Customer Service team, connecting with users around the world. At Canva, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals — whether you’re working onsite, remotely, or a mix of both.

What You’d Be Doing In This Role

As Canva scales, change continues to be part of our DNA — and that’s all part of the fun! This role is part of the User Voice Supergroup, which exists to ensure every user is empowered, and every voice is heard.

You’ll play a key role in strengthening relationships with our global support BPO vendors, ensuring seamless operations and exceptional experiences for Canva users. If you’re passionate about collaboration, operational excellence, and building meaningful partnerships, this is for you!

At The Moment, This Role Is Focused On

• Being Canva’s culture and values ambassador: Ensure that all undertakings with the BPO partners are aligned with Canva’s core values.
• Taking ownership of BAU operations: Supervise the day-to-day operations of our support BPO vendors, ensuring all relevant teams are engaged appropriately.
• Driving continuous improvement: Continuously improve key performance metrics (e.g. Customer Satisfaction, Time to Full Resolution, Resolutions per Productive Hour).
• Innovating and optimizing: Operate with a continuous improvement mentality; identify operational and workflow gaps both within and without your immediate scope to suss out solutions resulting in improved user experience at optimal cost
• Being a strategic partner: Liaise with vendors both on and off-site with a view to improve supplier performance and relationships
• Contributing to the outsourcing strategy: Provide inputs in the continuous reiteration of Canva’s outsourcing design framework. This will be used to determine what work will be outsourced vs what will be retained in-house.
• Commercial negotiations: Provide inputs to Canva’s procurement team to advise selection and negotiation of commercial contracts with support vendors.
• Driving breakthroughs toward our North Star: Participate in the development of the bigger group’s strategic business plan and monitor progress against goals.
• Implementing special projects: Collaborate with internal Canva teams and ideate, design and ultimately launch special projects that will directly impact overall Support Vendor performance.
  
  
  

You’re Probably a Match If You Have

• 2+ years of leadership experience managing international outsourcing operations at scale across customer service, process management, or operational excellence functions
• A solid understanding of training, quality, workforce, and finance operations within vendor environments
• Excellent project management skills with a strong bias for action — you can set priorities, communicate across multiple levels, and drive continuous improvement initiatives
• Great organizational skills and the ability to build strong relationships with cross-functional partners internally and externally
• Highly analytical mindset — able to break down complex problems into actionable steps and measurable results
• Proven experience managing multi-vendor, multi-region partnerships, translating high-level strategy into detailed execution and performance insights
• A proactive, hands-on approach — comfortable getting into the details while keeping sight of strategic goals
• A self-starter attitude with strong ownership and autonomy
• Enjoys traveling to both domestic and international vendor sites to build partnerships and improve performance on the ground
  
  
  

About The Team

The User Voice Supergroup ensures every Canva user has an exceptional experience — whether through self-service, technology, or personal support. We’re a passionate team that thrives on collaboration and innovation, and we’re scaling fast to meet the needs of millions of users worldwide.

What’s in it for you?

We work hard to achieve our crazy big goals — but you’ll find plenty of magic moments along the way.

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 for wellbeing, connection, and home office setup
• Flexible leave options for rest, growth, and impact
• Global exposure and opportunities to grow within one of the world’s most loved design platforms
  
  
  

Check out lifeatcanva.com for more info.

We make hiring decisions based on your experience, skills, and passion — and how you can enhance Canva and our culture. Even if you don’t meet every listed requirement, we’d still love to hear from you!

Please note: Interviews are conducted virtually.