Vendor Partnership, Customer Service

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.