Program Manager, Customer Experience & AI Enablement

Canva
Philippines
Workplace: HybridFull timeFunction: Customer Success & Account ManagementSkills: ["Analytical thinking","Cross-functional leadership","Stakeholder management","Ownership","Systems thinking"]

Own and evolve the strategy for Canva’s global Customer Experience quality program within User Voice, turning user and support insights into measurable improvements. Design scalable quality frameworks across human and AI-powered support, lead large initiatives that raise CSAT, NPS, and FCR, and partner with Product, Engineering, AI, and vendors. Deliver weekly/monthly QBRs and run calibration sessions to ensure consistency and continuous improvement.

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FursaFursa
Canva
Canva
2 days ago

Program Manager, Customer Experience & AI Enablement

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live
Reposted: similar role first listed 2 months ago

Job Summary

Own and evolve the strategy for Canva’s global Customer Experience quality program within User Voice, turning user and support insights into measurable improvements. Design scalable quality frameworks across human and AI-powered support, lead large initiatives that raise CSAT, NPS, and FCR, and partner with Product, Engineering, AI, and vendors. Deliver weekly/monthly QBRs and run calibration sessions to ensure consistency and continuous improvement.
Location: Philippines
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Own and evolve the end-to-end lifecycle of Canva’s Quality Program, from rubric design to reporting and continuous improvement.
  • •Lead large-scale initiatives to improve 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 so insights drive customer service roadmaps.
  • •Deliver high-impact weekly/monthly Quality Business Reviews (QBRs) and run global calibration sessions for consistent quality.

Pay and Benefits

Perks:EquityParental LeaveWellness Stipend

Key Requirements

  • •Experience designing and scaling systems and processes within a customer service or operations environment, or direct Program/Product Management experience in a tech space.
  • •Ability to work with AI-assisted tools and evaluate AI outputs for accuracy, relevance, and ethical risk.
  • •Advanced analytical skills to translate complex data into clear insights and action plans.
  • •Experience leading cross-functional projects and influencing stakeholders across different organizational levels.
  • •An ownership mindset that moves initiatives from strategy to measurable execution in fast-paced environments.
Experience:Customer serviceOperationsTech
Skills:Analytical thinkingCross-functional leadershipStakeholder managementOwnershipSystems thinking
Languages:English

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