What is the type of contract for this position?

The contract for this position is a Full-time contract

What's the salary range for the Product Manager- Agent Experience position?

The suggested salary for this position is $132,000-$181,000*

Is telecommuting possible for this position?

No, telecommuting is not possible for this position

Product Manager- Agent job at Canva

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 75 million monthly active users across 190 different countries and a team of over 2,800 people… and the best bit is that we’ve only achieved 1% of what we know we’re capable of.

Join us and design your future.

Product Management @ Canva

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 Agent Experience team will empower CHT agents 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 Agent Experience in 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 agents and therefore users.
Balancing the needs of CHT agents 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 10x bets You’ll learn to focus on the long term whilst making rapid progress in the short term
You’ll learn how to set up and empower a brand new team
You’ll learn what it means to takes to enable support experience at scale, with support from a talented group of mentors
You’ll learn about working at a founder led company with mission, values and a genuine desire to be a force for good in the world at the heart of everything we do

Working at Canva

Our culture is unlike anywhere else and we design your #CanvaLife experience to empower you to do the best work of your life.

Whether you’re in the office, working from home or choosing your own adventure, our benefits for full-time Canvanauts include:

• Equity packages for you to truly be a part of the Canva journey. Hybrid work model (in-office & from home) coming together for 8 days a year.

• Flexible leave so you can recharge, give back, support others or focus on your own professional development.

• Inclusive parental leave policy that supports all parents and carers throughout their parenting and caring journey.

• An annual Vibe & Thrive allowance. This is for you to spend on whatever will support your wellbeing and development.. because you know what you need to Vibe and Thrive, better than anyone.

• Virtual and in-office wellness benefits including Canva University, Employee Assistant Programs and Fitness & Meditation Classes.

• Canva For Good program matching your not-for-profit donations, Force for Good leave (3 paid volunteering days) and a range of sustainability and ethical initiatives to get involved in.

We make hiring decisions based on your experience, skills and passion. Please note that interviews are conducted virtually. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

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Product Manager- Agent Experience

About You

What You'll Be Doing

Experience You'll Bring

How You'll Grow

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