Operations Strategy Lead, Revenue Platform

Canva; United States; Hybrid; USD 170,000 - 230,000; Full time

Benefits offered by this job

Equity packages

Parental leave policy

Vibe & Thrive allowance

Flexible leave options

Job summary

Canva is seeking an Operations Strategy Lead for the Revenue Platform to coach a team focused on payments, subscriptions, and fraud while shaping the team’s long‑term direction.

You will partner with Product managers and engineering leads to turn operational insights into roadmap priorities, scale QA, and drive change across Revenue Operations and Customer Happiness teams. This role requires strong leadership and data-driven decision making.

Responsibilities

• Coach and develop a team of specialists managing investigations across payments, subscriptions, and fraud.
• Define direction for the team and evolve its roadmap over 24 months.
• Partner with Product Managers and Engineering Leads to influence the product roadmap with operational insights.
• Run structured root cause analysis on ticket volume, escalations, and rework, driving fixes at the source.
• Own change management for process rollouts across Revenue Operations and Customer Happiness teams.
• Evolve QA from manual ticket checking to a scalable quality framework, with sampling, calibration, and automation where appropriate.

Job description

Operations Strategy Lead, Revenue Platform

• Full-time
• Recruitment type: Permanent

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

About the Team

Revenue Platform sits within Canva's Growth Super Group and owns how the world pays for Canva — across every country, payment method, and product. The Revenue Fraud team is embedded within this group, working to protect Canva and our customers with innovative, scalable fraud solutions. This team moves fast, cares deeply about getting it right, and genuinely values the operational excellence that makes everything else possible.

What's in It for You?

Canva has grown hugely over the last few years, but we're only just getting started. Here's a taste of what's on offer:

• Equity packages — so you share in Canva's success
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup & more
• Flexible leave options that empower you to be a force for good, take time to recharge and supports you personally

Other stuff to know

We make hiring decisions based on your experience, skills and passion, as well as how you can enhance Canva and our culture. When you apply, please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you don't feel like your skills quite match what's listed above — we still want to hear from you!

Please note that interviews are conducted virtually.