User Voice Program Manager (Spain)

Canva
Madrid
Workplace: HybridFull timeFunction: Program & Project Management (PMO)Skills: ["Communication","Storytelling","Problem-solving","Independence","Cross-functional collaboration"]

Shape how support feels for Canva users in Spain by owning and executing a Spain-specific customer support strategy within the User Voice Service Design & Delivery group. Define what “truly local” means using user insights, drive cross-functional execution with local and global teams, improve measurable service outcomes (effort, satisfaction, channel access), and audit support content and chatbot responses to ensure localized quality.

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FursaFursa
Canva
Canva
1 day ago

User Voice Program Manager (Spain)

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Last checked: 10 minutes agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Shape how support feels for Canva users in Spain by owning and executing a Spain-specific customer support strategy within the User Voice Service Design & Delivery group. Define what “truly local” means using user insights, drive cross-functional execution with local and global teams, improve measurable service outcomes (effort, satisfaction, channel access), and audit support content and chatbot responses to ensure localized quality.
Location: Madrid
Workplace: Hybrid
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Own the market support strategy for Spain by defining what “truly local” means based on user insights and alignment with global User Voice processes.
  • •Execute the service strategy by influencing planning cycles and leading cross-functional implementation across User Voice and the wider organization.
  • •Drive measurable service improvements, reducing customer effort, increasing satisfaction, and opening support channels for Spanish users.
  • •Make support feel truly local by auditing help content, chatbot responses, and specialist communications for local styles, norms, and expectations.
  • •Serve as the expert on Spanish users’ voices by advocating for user insights and ensuring feedback loops inform priorities, planning, and decisions.

Key Requirements

  • •Fluent in Spanish and English, with exceptional communication and storytelling to translate user insights into compelling narratives for stakeholders.
  • •Relevant experience in customer experience, support operations, service design, or related strategic roles in tech or SaaS, with demonstrated impact on support strategy and execution.
  • •Proven track record launching initiatives and building strategies from scratch that drive measurable impact.
  • •Strong problem-solving skills to navigate ambiguity and deliver outcomes with constrained resources.
  • •Ability to work independently while collaborating across functions in fast-paced environments across cultures and time zones.
Experience:SaaSCustomer experienceService design
Skills:CommunicationStorytellingProblem-solvingIndependenceCross-functional collaboration
Languages:SpanishEnglish

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
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