Canva

2 weeks ago

Program Manager, Customer Experience & AI Enablement

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours 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: 3.9

Website LinkedIn Glassdoor

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Canva

2 weeks ago

Program Manager, Customer Experience & AI Enablement

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

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

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: 3.9

Website LinkedIn Glassdoor