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Canva is seeking a Senior Social Media Operations Team Lead to anchor its Advanced Social Media Team within the Specialist Operations Group, which serves as the operational backbone of User Voice—the function responsible for ensuring Canva's 150+ million users feel heard, helped, and valued.
In this role, you will lead a specialist team of social media operators, setting strategic direction, building team capability, and maintaining a consistently high quality bar. You'll operate at the intersection of people leadership, operational rigor, and high-stakes social media expertise.
Key responsibilities include:
- Owning crisis and incident leadership for social media, coordinating with Marketing, Communications, and external partners during high-visibility or sensitive situations
- Leading and developing the Advanced Social Media Team across different levels, with a focus on capability building and quality consistency
- Translating Canva's strategic priorities into actionable team plans that connect to the broader User Voice mission
- Driving operational excellence by monitoring KPIs, identifying process gaps, and championing improvements
- Serving as the quality and enablement interface between the Advanced Social Media Team and broader social operators, including external support partners
- Building and maintaining frameworks, playbooks, and documentation that enable consistent and confident team operations
Canva's User Voice team is mission-critical to the company's growth toward 1 billion users. Specialist Operations sits at the heart of this, building scalable systems, quality frameworks, and expert teams. The role is based in Canva's Manila office, one of the company's key global hubs and home to User Voice operations, with flexibility to work in a way that suits you.
Requirements:
- Deep social media expertise, including crisis management, sensitive content navigation, and complex escalation decision-making
- Proven experience leading specialist or subject matter expert teams with a track record of building high-performing, high-trust team culture
- Natural coaching ability with capacity to develop people with specificity and care, providing calibrated insight that accelerates growth
- Ability to hold strategic direction and day-to-day operational accountability simultaneously
- Strong cross-functional stakeholder management skills; ability to build trust without formal authority through reliability, directness, and genuine collaboration
- Comfort operating in complex, ambiguous environments; ability to create clarity for your team rather than waiting for it to arrive
