Program Manager, Strategy and Enablement - Customer Service

Makati City, Metro Manila
Permanent
Full-time

15 days ago

Job DescriptionJoin the team redefining how the world experiences design.Hey, g'day, mabuhay, kia ora, 你好, hallo, vítejte!Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Where and how you can workOur flagship campus is in Sydney. We also have a campus in Melbourne and co-working spaces in Brisbane, Perth and Adelaide. Across our international hubs - including Manila - we empower our Canvanauts with the flexibility and trust to choose the balance that helps them and their team achieve their goals.This is a full-time, hybrid role based in Makati.What you'd be doing in this roleAs Canva scales, change continues to be part of our DNA. And in User Voice, that means building quality systems that evolve as fast as our product does.As a Program Manager, Strategy and Enablement within User Voice - Global User Voice Enablement, you'll own and evolve the strategy that ensures every user interaction meets our global quality standards. You'll turn insights into meaningful change - influencing people, processes, product, and AI systems.This role isn't just about auditing - it's about designing scalable, future-ready quality programs that build trust at every touchpoint.At the moment, this role is focused on:

Owning the end-to-end lifecycle of Canva's Quality Program - from rubric design to reporting and continuous improvement
Leading large-scale initiatives that 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
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

You're probably a match if

You have strong experience designing and scaling systems and processes within a customer service or operations environment OR a direct Program or Product Management experience, ideally within the tech space
You're confident working with AI-assisted tools and understand how to evaluate AI outputs for accuracy, relevance, and ethical risk
You have advanced analytical skills and can translate complex data into compelling insights and clear action plans
You're experienced in leading cross-functional projects and influencing stakeholders across different levels of the organization
You have a strong ownership mindset - you move initiatives from strategy to execution and measurable impact
You thrive in fast-paced, evolving environments and love solving complex, systemic problems

About the teamThe User Voice Supergroup exists to ensure every user is empowered and every voice is heard. Within that, Global User Voice Enablement focuses on building the systems, frameworks, and capabilities that allow our support teams to deliver consistent, high-quality experiences at scale.We turn insights into impact. We close the loop between our users and our product. And we build the infrastructure that ensures Canva continues to delight millions - and soon billions - of users worldwide.What's in it for you?Achieving our crazy big goals motivates us to work hard - and we do - but you'll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too. We also offer a range of benefits to set you up for every success in and outside of work.Here's a taste of what's on offer:

Equity packages - we want our success to be yours too
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 support you personally

Canva

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