Content Delivery Strategist

6 days ago


Makati City, National Capital Region, Philippines black Full time
Job Description

The Global User Voice Enablement Group is on a mission to deliver exceptional user experiences by empowering every specialist to deliver outstanding support.

This role plays a critical part in ensuring Canva's knowledge base and support content remain world-class, helping users find solutions independently and efficiently. As the Content Operations Lead, you will be responsible for leading a team of writers based in Manila, streamlining content workflows, maintaining high content quality, and ensuring users and support specialists get the right information at the right time, in the right place.

Key Responsibilities:

  • Lead and empower a team of writers to create impactful content that enhances user experiences and aligns with strategic goals;
  • Oversee content operations from start to finish, ensuring smooth workflows, seamless execution, and top-notch quality at every step;
  • Drive execution and project management by prioritizing key content initiatives, managing projects with agility, and ensuring deliverables meet evolving business needs;
  • Optimize processes to enhance efficiency, scalability, and impact—continually refining content workflows for better quality and effectiveness;
  • Keep content on track by managing delivery calendars and launch roadmaps, ensuring every project is executed on time;
  • Uphold and elevate content quality standards, ensuring accuracy, consistency, and alignment with best practices;
  • Drive continuous improvement by leveraging insights, identifying opportunities for growth, and implementing new strategies to enhance content and operational effectiveness;
  • Collaborate with stakeholders, keeping teams and leadership informed on progress, roadblocks, and key milestones; and lead through change, advocating for adaptability, guiding teams through evolution, and fostering a culture of resilience and innovation;
  • Leverage insights to monitor and improve content production, efficiency, and quality—ensuring the team operates at its highest potential.

Requirements:

  • You have extensive experience in content operations, knowledge management, or customer support content strategy;
  • You're passionate about helping users succeed and thrive on building content that makes self-service experiences seamless;
  • You're a natural leader who can coach, mentor, and inspire a team to deliver impactful content at scale;
  • You have a strong analytical mindset, using data and insights to guide decisions and optimize content performance;
  • You thrive in fast-paced environments and can adapt quickly to change while maintaining a high standard of work.

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