Greater Sydney Area
I enjoy leading and coaching teams and I am energised by being around grounded, decisive, and brilliant people! I thrive in chaos & ambiguity and strive to solve the right problems. My experience in fast paced tech startups & scaleups over the past 10+ years enables skills like learning fast, untangling / clarifying ambiguity, solving for the right problem, and executing quick at high quality. Blue sky and structured thinking excite me, but I can code switch very quickly to executing and thinking in practical terms.I am currently based in Sydney, Australia, leading Service Design & Delivery at Canva.
I lead a globally distributed group of program managers responsible for designing and delivering Canva's service offering across every line of business for Canva Globally — including Print, Enterprise, Affinity, Growth, High Sensitivity, Core Product, and other acquisitions. My team defines what support looks like for each business: the right modalities, platforms, policies, and service models for users. This includes the design & delivery of differentiated help platforms and support experiences for B2B enterprise and SMB customers, ecommerce and print buyers, and high-complexity legal and sensitivity queues — each with distinct needs and expectations, leveraging and personalising AI-led product platform to recognise unique user needs, and enabling human support that endears brand love. I've also driven the development of scalable experience customisation platforms. I am driving the growth of Canva's international service design team, building teams and programs to serve users in APAC, LatAm, EMEA — ensuring service is truly local yet consistent to Canva's overall approach. I led the development of the policies that govern financial decisions, refunds, and other high-stakes user resolutions — creating frameworks that balance user trust with operational integrity at scale.
I founded and scaled Canva's Global User Voice Enablement group — a 100+ person, multi-geography organisation built from the ground up to power customer service at scale. The group encompassed content quality, learning and development, systems and platforms, data and insights, workforce management, vendor partnerships, and program management. Pioneering AI-first operations I drove Canva's AI transformation in customer service before it was a standard playbook. I led the incubation and expansion of a specialist AI copilot for support teams — from early spike to scaled deployment — and built one of the first AI-first quality assurance programs in the industry, using AI tooling to review 100% of customer interactions in near real-time. Because of this we are able to retain stable headcount despite tripling of Canva's user base in the time period. I established the operational foundations across workforce planning, technology procurement, and vendor governance — enabling Canva to scale human support operations significantly as MAU grew, while simultaneously improving customer satisfaction scores and reducing time to full resolution. Net quality and workforce efficiency improved despite that growth, a direct result of AI tooling and operational rigour applied in parallel.
-Operationalizing and executing on overall process (i.e. Guide onboarding, content production with our lived experience influencer community. Includes setting the strategy for which Guides we engage, incentive structures, increasing production velocity, and everything in between). -Driving learning in our org to fine tune product market fit. For example, performing strategic analyses to draw and validate hypotheses to support our learn fast approach. I work cross functionally with our product and marketing teams to make data driven decisions. -Leading company strategy and planning, including setting the company roadmap, financials, cadences and investor raises.
Led the team that ensures all customers get a reliable ride at the tap of a button by managing demand (rider) and supply (driver) balance. Key areas include reducing wait times, ensuring trip conversion, and as result ensuring customers don't get surge pricing. To meet above goals, my team focused on the supply side of the business (drivers). We were responsible for driver growth--ensuring engagement from the moment someone shows interest to be a driver for Uber, until they are actually on the road, looking for a rider to match with to create a trip. My team also looks after multi-million $ driver incentive spend to ensure we maintain a reliable marketplace.
Led the strategy and planning team in the ANZ Community Operations team, driving strategic customer experience improvement projects, voice of the customer insighting, channel strategy, and multi-million $ budget management Previously led the 15-person APAC Content and Quality teams, responsible for help.uber.com, in-app help, and customer engagement responses for all of APAC (India, Japan, ANZ, Taiwan, Hong Kong, S. Korea)
Led the regional team that manages the in-person onboarding and engagement of driver-partners and delivery-partners (UberEats) in Australia and New Zealand Managed an organization integration project, where I set up a consistent operational framework for Greenlight hubs (in person centers) across the ANZ region for scale
Led a cross-functional team in building the Fresh Dairy product pipeline, including customer insighting Conceptualization of brand initiatives--TV, radio, digital campaigns (idea to execution to media placement) Managed brand's P&L and delivered profitable growth since business unit's inception
Rotational training program on sales, marketing, finance, technical, and supply chain functions in Nestlé Ensured execution of supermarket merchandising, on-shelf availability, visibility for Nestlé in 30 large chain stores in Metro Manila Managed distributor operations of Nestlé in Pampanga, Central Luzon Received short-term exposure in various functions (supply chain, HR, legal)
Handled development of creative materials for packaging, trade marketing and events for Selecta Ice Cream