Senior Operations Expert - Trust & Safety
The Senior Operations Expert - Trust & Safety at Canva plays a pivotal role in safeguarding the platform's integrity by leading complex abuse investigations and supporting the development of AI-driven detection tools. This position is integral to Canva's Safety & Trust Operations (STOps) team, which is dedicated to maintaining a secure environment for over 150 million daily users. The role offers flexibility, allowing for remote, hybrid, or in-office work arrangements.
In this capacity, the Senior Operations Expert is responsible for triaging and investigating escalated abuse cases across various categories, including deceptive content, hate and discrimination, abuse and harassment, and child safety. They serve as the primary contact for Tier 1 vendor support, handling quality escalations, aligning training, and reinforcing policies. Additionally, the role involves participating in red-teaming exercises to identify classifier blind spots, labeling datasets, evaluating classifier outputs, and supporting trust model tuning. Leading or co-leading incident responses, including on-call participation and post-mortems, is also a key aspect of the position. The expert documents patterns and trends from escalations to inform policy, machine learning, and product strategies across the broader Trust & Safety group. Collaboration with cross-functional teams such as Content Safety, Abuse Insights, Account Integrity, and others is essential.
Candidates should possess a Bachelor's degree or have at least three years of experience in Trust & Safety, abuse operations, or fraud investigation. The role requires the ability to independently manage high-risk investigations and familiarity with case investigation tools like Castle or similar platforms. Experience or a strong interest in AI readiness, including data labeling, prompt testing, classifier feedback, or red-teaming, is advantageous. The position demands resilience in handling emotionally challenging content, effective collaboration across Policy, Product, Engineering, and Legal teams, and the flexibility to participate in an on-call rotation, which may include 24/7 coverage and holiday shifts based on operational needs.
While specific compensation details are not provided, Canva offers a comprehensive benefits package that includes equity options, an inclusive parental leave policy supporting all parents and carers, an annual Vibe & Thrive allowance to support wellbeing and social connections, and flexible leave options that empower employees to be a force for good, take time to recharge, and support personal needs.
Canva fosters a unique, human-centric, and evolving culture that empowers team members to do their best work. The company emphasizes flexibility, inclusivity, and a commitment to personal and professional growth. Employees are encouraged to bring their authentic selves to work, with a strong focus on collaboration and innovation. Canva's mission to empower the world to design is supported by a values-driven environment that promotes continuous learning and development.