About the role
Where and How You Can Work Our offices are a hub for collaboration and energy — and we also believe in working where you do your best thinking. Canva offers flexibility to work in a way that suits you, whether that's remote, hybrid, or in-office. What You'd Be Doing in This Role Canva's Revenue Platform Group owns the strategy and roadmap for how everyone on the planet accesses Canva's paid features — from complex payment integrations to subscriptions, fraud protection, and everything in between. As Operations Strategy Lead, you'll sit at the centre of this: coaching and developing a team of specialists managing investigations across payments, subscriptions and fraud, while simultaneously thinking like a product owner about how that team evolves. This is not a role where you inherit a process and run it. Half your time is spent on your people — building a team that owns its quality, gives and receives feedback well, and develops with real intention. The other half is spent setting direction: where does volume come from, what should be automated, what should be fixed at the source, and how does this team look in 24 months? You set the vision. You lead
the team to execute it. At the moment, this role is focused on: Coaching and developing a team of 5 high-performing ICs — growth conversations, feedback, escalations, and building a culture of ownership Baselining the operation across volumes, cycle times, quality, cost per ticket, and root causes — then building a prioritised improvement roadmap from what you find Partnering with Product Managers and Engineering Leads across Revenue Platform to ensure operational insight shapes the product roadmap, not just the dashboard Running structured root cause analysis on ticket volume, escalations, and rework — and driving fixes at the source rather than managing symptoms indefinitely Owning change management for process rollouts across Revenue Operations and Customer Happiness teams working on payments, subscriptions, and fraud Evolving QA from manual ticket checking to a scalable quality framework — sampling, calibration, and automation where it earns its place You're Probably a Match If: You've coached and developed a high-performing team before — you have a two-way feedback style, and you make it easy for your team to tell you what's not working You've set direction for a team, not just executed someone else's — you can show a plan you built and what actually changed because of it You bring measurable continuous improvement results: reduced handling time, deflected volume, automated processes, improved quality. You have the numbers. You're comfortable with data — pulling it, interpreting it, and using it to make a case for change. SQL or dashboarding experience is a plus, not a requirement You have conceptual knowledge of payments, subscriptions, or fraud through work experience, and you know how to navigate complexity when the standard playbook doesn't apply You've rolled out process changes across teams you don't directly manage — and they stuck
