Program Manager, Strategy and Enablement - Customer Service

As a Program Manager, Strategy and Enablement within Canva's User Voice – Global User Voice Enablement team, you will be responsible for developing and implementing strategies that ensure every user interaction aligns with our global quality standards. This role involves designing scalable quality programs that build trust at every touchpoint, influencing people, processes, products, and AI systems.

Key responsibilities include managing the entire lifecycle of Canva’s Quality Program—from rubric design to reporting and continuous improvement. You will lead large-scale initiatives aimed at enhancing customer satisfaction metrics such as CSAT, NPS, and First Contact Resolution. Additionally, you will design frameworks to proactively identify risks across both human and AI-powered support systems, collaborate with cross-functional teams to integrate insights into customer service roadmaps, and drive process automation to improve efficiency and accuracy.

The ideal candidate will have substantial experience in designing and scaling systems within customer service or operations environments, or direct program or product management experience, preferably within the tech industry. Proficiency with AI-assisted tools and the ability to evaluate AI outputs for accuracy and ethical considerations are essential. Strong analytical skills to translate complex data into actionable insights, experience leading cross-functional projects, and a proactive ownership mindset are also required.

Canva offers a range of benefits, including equity packages, an inclusive parental leave policy, an annual Vibe & Thrive allowance to support wellbeing and social connection, and flexible leave options to support personal needs. The company fosters a culture of empowerment and continuous learning, providing opportunities for growth and development within a dynamic and fast-paced environment.