Program Manager - Customer Experience

Canva is seeking a Program Manager to join its Service Design & Delivery (SDD) group within the User Voice Supergroup. This role is based in Jakarta, Indonesia, and focuses on enhancing the customer experience for Indonesian users by localizing support services and ensuring they align with Canva's global standards.

The Program Manager will be responsible for developing and executing support strategies tailored to the Indonesian market. Key duties include auditing and improving help center content, chatbot responses, and specialist communications to reflect local language and cultural expectations. The role also involves identifying recurring user pain points through feedback analysis and implementing initiatives to enhance user satisfaction. Collaboration with cross-functional teams such as Product, Growth, Enterprise, and Print is essential to deliver seamless support experiences.

Ideal candidates will have experience in customer experience, support operations, service design, or related strategic roles within tech or SaaS environments. Proven ability to launch initiatives from inception to measurable impact is crucial. Strong problem-solving skills, data analysis capabilities, and sound decision-making are required. Fluency in both Bahasa Indonesia and English is necessary, along with the ability to translate user insights into actionable strategies. The role demands adaptability, attention to detail, and the capacity to thrive in fast-paced, cross-cultural environments.

Canva offers a range of benefits, including equity packages, an inclusive parental leave policy, and a Vibe & Thrive allowance to support wellbeing and personal growth. Flexible leave options are available to encourage work-life balance and personal development. The company fosters a collaborative and innovative culture, providing exposure to global teams and cross-functional leaders as it scales toward 1 billion users.