Vendor Partnership, Customer Service

Location: Team Customer Happiness

Team: Country Makati City / Philippines

About the Role

Join the team redefining how the world experiences design. Hey, mabuhay! At Canva’s Manila campus, home to our growing Customer Happiness team, you’ll connect with users worldwide while enjoying a hybrid work model that empowers you and your team. As part of the User Voice Supergroup, you’ll ensure every user is empowered and every voice is heard, strengthening relationships with our global support BPO vendors to deliver seamless operations and exceptional experiences. If you thrive on collaboration, operational excellence, and building meaningful partnerships in a design-focused, innovative culture, this Vendor Partnership, Customer Service role is your canvas. In this dynamic role, you’ll be Canva’s culture ambassador, embedding our values into all vendor interactions while owning BAU operations and driving breakthroughs in key metrics like Customer Satisfaction and Time to Full Resolution. You’ll innovate workflows, liaise with multi-region partners, contribute to outsourcing strategies, and launch special projects that elevate user experiences—all while keeping sight of our North Star goals. With a bias for action and analytical mindset, you’ll translate high-level strategy into detailed execution, optimizing costs and performance in a fast-scaling environment. You’re a proactive leader with 2+ years managing international outsourcing at scale, excelling in project management, relationship-building, and hands-on problem-solving. Comfortable traveling to vendor sites and passionate about user-centric design, you’ll collaborate with cross-functional teams to push boundaries. At Canva, we celebrate diverse experiences—apply your skills and passion to enhance our collaborative culture. Interviews are virtual; discover more at lifeatcanva.com.

Key Responsibilities

• Act as Canva’s culture and values ambassador, ensuring all BPO partner undertakings align with our core values
• Take ownership of BAU operations, supervising day-to-day activities of global support BPO vendors
• Drive continuous improvement in key performance metrics like Customer Satisfaction, Time to Full Resolution, and Resolutions per Productive Hour
• Identify operational and workflow gaps to innovate solutions that enhance user experience at optimal cost
• Liaise with on-site and off-site vendors to improve supplier performance and relationships
• Provide inputs to outsourcing strategy framework for deciding in-house vs. outsourced work
• Advise procurement team on selection and negotiation of commercial contracts with support vendors
• Participate in strategic business planning and monitor progress against group goals
• Collaborate on special projects with internal teams to boost overall Support Vendor performance
• Foster seamless operations ensuring exceptional experiences for Canva’s global user base

Required Qualifications

• 2+ years of leadership experience managing international outsourcing operations at scale across customer service, process management, or operational excellence functions
• Solid understanding of training, quality, workforce, and finance operations within vendor environments
• Excellent project management skills with a strong bias for action
• Proven experience managing multi-vendor, multi-region partnerships
• Highly analytical mindset able to break down complex problems into actionable steps
• Great organizational skills and ability to build strong relationships internally and externally
• Self-starter attitude with strong ownership and autonomy
• Comfortable traveling to domestic and international vendor sites

Preferred Qualifications

• Experience in BPO vendor management within tech or customer service industries
• Familiarity with customer satisfaction metrics and operational KPIs
• Background in commercial negotiations and procurement processes
• Exposure to outsourcing strategy development
• Passion for design tools and user-centric experiences

Required Skills

• Vendor relationship management
• BPO operations oversight
• Performance metrics analysis (CSAT, TFR, RPH)
• Project management and prioritization
• Cross-functional collaboration
• Strategic partnership building
• Continuous improvement mindset
• Analytical problem-solving
• Commercial negotiation support
• Workflow optimization
• Cultural alignment advocacy
• Multi-region operations management
• Hands-on execution with strategic vision
• Autonomous decision-making
• Stakeholder communication
• Data-driven insights generation
• Travel readiness for vendor sites

Benefits

• Equity packages – sharing in Canva’s success
• Inclusive parental leave policy supporting all parents and carers
• Annual Vibe & Thrive allowance for wellbeing, connection, and home office setup
• Flexible leave options for rest, growth, and impact
• Global exposure and career growth opportunities within a world-leading design platform
• Hybrid work model at our vibrant Manila campus
• Collaborative culture with innovative teams redefining design experiences
• Magic moments and crazy big goals in a fun, supportive environment

Canva is an equal opportunity employer.