Program Manager - Customer Experience

<p><strong>Where and how you can work:</strong></p><p>This role is based in <strong>Jakarta, Indonesia.</strong></p><p>At Canva, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals. You’ll collaborate closely with <strong>local stakeholders in Indonesia</strong> and partner with <strong>global teams across Australia and the Philippines </strong>— <strong>bringing the voice of Indonesian users into global conversations.</strong></p><p><strong>What you’d be doing in this role:</strong></p><p>As Canva scales, change continues to be part of our DNA. But we like to think that’s all part of the fun.</p><p>As a <strong>User Voice Experience Advocate </strong>in our User Voice Supergroup, sitting within Service Design &amp; Delivery, <strong>you’ll shape how support feels for users in Indonesia.</strong> You’ll make sure our <strong>help experience feels truly local </strong>— while still being powered by Canva’s global capabilities.</p><p>This is a hands-on, impact-driven individual contributor role where you’ll analyse insights, design improvements, and drive measurable service outcomes.</p><p><strong>At the moment, this role is focused on:</strong></p><ul><li>Owning and executing the support strategy for Indonesia — grounded in user insights and aligned with global User Voice processes</li><li>Auditing and improving help center content, chatbot responses, and specialist communications to ensure they reflect Indonesian language, culture, and expectations</li><li>Identifying recurring pain points through dissatisfied user feedback and turning insights into measurable improvements</li><li>Launching local support initiatives that reduce customer effort and increase user satisfaction</li><li>Acting as the bridge between local country priorities and global User Voice teams — ensuring Indonesia’s voice is heard in planning and product decisions</li><li>Partnering cross-functionally with Product, Growth, Enterprise and Print teams to deliver seamless end-to-end support experiences</li></ul><p><strong>You’re probably a match if:</strong></p><ul><li>You have relevant experience in<strong> customer experience, support operations, service design</strong>, or related strategic roles within tech or SaaS environments</li><li>You’ve launched<strong> </strong><strong>0–1 initiatives from scratch </strong>and can demonstrate measurable impact</li><li>You’re a strong problem solver who can navigate ambiguity, analyse data, and make sound decisions with practical judgement</li><li>You’re an exceptional communicator — fluent in Bahasa Indonesia and English — and can confidently translate user insights into compelling stories for stakeholders</li><li>You’re comfortable rolling up your sleeves and getting into the detail while maintaining a clear strategic lens</li><li>You thrive in fast-paced environments and enjoy working across cultures and time zones</li></ul><p><strong>About the team:</strong></p><p>The<strong> Service Design &amp; Delivery group</strong> within User Voice is on a mission to craft seamless, differentiated, issue-resolving experiences while driving smart investments.</p><p>We partner across product areas and international markets to create end-to-end support experiences that feel local — wherever our users are. Every user empowered, every voice heard — that’s what drives us.</p><p><strong>As one of the early local advocates globally</strong>, you’ll help <strong>define what world-class, localized support looks like</strong> at Canva. The frameworks you build and insights you generate will influence how we support users across many more countries.</p><p><strong>What’s in it for you?</strong></p><p>Achieving our crazy big goals motivates us to work hard — and we do — but you’ll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too.</p><p><strong>Here’s a taste of what’s on offer:</strong></p><ul><li>Equity packages — we want our success to be you ... (truncated, view full listing at source)