Program Manager, Customer Experience & AI Enablement

Canva
Philippines
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Advanced analytical skills","Cross-functional influence","Ownership mindset","Translating data into action plans","Systemic problem solving"]

Own and evolve the Quality Program strategy for global user interactions, turning insights into measurable improvements across customer service performance. Lead end-to-end rubric design, reporting, continuous improvement, and large-scale initiatives that raise CSAT, NPS, and FCR. Build frameworks to identify risks across human and AI-powered support, run QBRs and calibration sessions, and drive process automation and AI-assisted evaluation with cross-functional partners.

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Canva
Canva
1 month ago

Program Manager, Customer Experience & AI Enablement

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Last checked: 1 hour agoStatus: Live

Job Summary

Own and evolve the Quality Program strategy for global user interactions, turning insights into measurable improvements across customer service performance. Lead end-to-end rubric design, reporting, continuous improvement, and large-scale initiatives that raise CSAT, NPS, and FCR. Build frameworks to identify risks across human and AI-powered support, run QBRs and calibration sessions, and drive process automation and AI-assisted evaluation with cross-functional partners.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own the end-to-end lifecycle of Canva’s Quality Program, including rubric design, reporting, and continuous improvement.
  • •Lead large-scale initiatives improving CSAT, NPS, First Contact Resolution (FCR), and overall service performance.
  • •Design and implement frameworks to proactively identify risks across human and AI-powered support.
  • •Partner cross-functionally with Product, Engineering, AI, and Vendor teams to ensure insights influence customer service roadmaps.
  • •Deliver weekly and monthly Quality Business Reviews (QBRs) and lead global calibration sessions to maintain consistency.

Pay and Benefits

Equity and Bonus:Equity
Perks:EquityParental LeaveWellness StipendFlexible Leave

Key Requirements

  • •Strong experience designing and scaling systems and processes in a customer service or operations environment, or direct Program/Product Management experience in tech.
  • •Confidence working with AI-assisted tools and evaluating AI outputs for accuracy, relevance, and ethical risk.
  • •Advanced analytical skills to translate complex data into actionable insights and plans.
  • •Experience leading cross-functional projects and influencing stakeholders across organizational levels.
  • •A strong ownership mindset that drives initiatives from strategy to execution with measurable impact.
Experience:Customer serviceOperationsTechAI enablement
Skills:Advanced analytical skillsCross-functional influenceOwnership mindsetTranslating data into action plansSystemic problem solving
Languages:English
Tech Stack:AIAI-assisted tools

Company Brief

Canva
Canva is an online visual communications platform that provides drag-and-drop design tools, templates, and media assets for creating presentations, social media graphics, videos, documents and more, serving individuals and large enterprises globally.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Scaleup
Valuation: Decacorn (USD 10B+)
Funding: Series E+
Headquarters: Surry Hills, New South Wales, Australia
Founded: 2012
Glassdoor
Glassdoor: 3.9
WebsiteLinkedInGlassdoor