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Join Canva's User Voice Supergroup as a Program Manager, Customer Experience & AI Enablement, based in Makati with hybrid flexibility. You'll own and evolve the strategy ensuring every user interaction meets global quality standards, turning insights into meaningful change across people, processes, product, and AI systems.
Key responsibilities include:
- Owning the end-to-end lifecycle of Canva's Quality Program, from rubric design through reporting and continuous improvement
- Leading large-scale initiatives to improve CSAT, NPS, First Contact Resolution (FCR), and overall service performance
- Designing and implementing frameworks that proactively identify risks across human and AI-powered support channels
- Partnering cross-functionally with Product, Engineering, AI, and Vendor teams to ensure insights influence customer service roadmaps
- Delivering high-impact weekly and monthly Quality Business Reviews (QBRs) with clear, actionable insights for leadership
- Leading global calibration sessions to maintain consistency across internal teams and external partners
- Driving process automation and AI-assisted evaluation initiatives to improve efficiency and accuracy
The role is part of Global User Voice Enablement, which builds the systems, frameworks, and capabilities that allow support teams to deliver consistent, high-quality experiences at scale. You'll work in a fast-paced, evolving environment focused on closing the loop between users and product.
Canva offers equity packages, inclusive parental leave, annual Vibe & Thrive allowance for wellbeing and office setup, and flexible leave options.
Requirements:
- Strong experience designing and scaling systems and processes within a customer service or operations environment, OR direct Program or Product Management experience (ideally in tech)
- Confidence working with AI-assisted tools and ability to evaluate AI outputs for accuracy, relevance, and ethical risk
- Advanced analytical skills to translate complex data into compelling insights and clear action plans
- Experience leading cross-functional projects and influencing stakeholders across organizational levels
- Strong ownership mindset—ability to move initiatives from strategy to execution and measurable impact
- Thrives in fast-paced, evolving environments and enjoys solving complex, systemic problems
