Program Manager, Service Quality - Customer Service

<p>Join the team redefining how the world experiences design.</p><p>Hey, g’day, mabuhay, kia ora, 你好, hallo, vítejte!</p><p>Thanks for stopping by. We know job hunting can be a little time consuming and you’re probably keen to find out what’s on offer, so we’ll get straight to the point.</p><p><strong>Where and how you can work</strong></p><p>Our flagship campus is in Sydney. We also have a campus in Melbourne and co-working spaces in Brisbane, Perth and Adelaide. Across our international hubs — including Manila — we empower our Canvanauts with the flexibility and trust to choose the balance that helps them and their team achieve their goals.</p><p><em>This is a <strong>full-time, hybrid role based in Makati</strong>.</em></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. And in User Voice, that means building quality systems that evolve as fast as our product does.</p><p>As a <strong>Program Manager, Service Quality</strong>&#xa0;within <strong>User Voice – Global User Voice Enablement</strong>, you’ll own and evolve the strategy that ensures every user interaction meets our global quality standards. You’ll turn quality insights into meaningful change — influencing people, processes, product, and AI systems.</p><p>This role isn’t just about auditing — it’s about designing scalable, future-ready quality programs that build trust at every touchpoint.</p><p><strong>At the moment, this role is focused on:</strong></p><ul><li>Owning the end-to-end lifecycle of Canva’s Quality Program — from rubric design to reporting and continuous improvement</li><li>Leading large-scale initiatives that improve CSAT, NPS, First Contact Resolution (FCR), and overall service performance</li><li>Designing and implementing predictive quality frameworks that proactively identify risks across human and AI-powered support</li><li>Partnering cross-functionally with Product, Engineering, AI, and Vendor teams to ensure quality insights influence roadmaps and model tuning</li><li>Delivering high-impact weekly and monthly Quality Business Reviews (QBRs) with clear, actionable insights for leadership</li><li>Leading global calibration sessions to maintain consistency across internal teams and external partners</li><li>Driving process automation and AI-assisted evaluation initiatives to improve efficiency and accuracy</li></ul><p><strong>You’re probably a match if</strong></p><ul><li>You have strong experience designing and scaling Quality Assurance or Quality Management Systems within a customer service or operations environment</li><li>You’re confident working with AI-assisted tools and understand how to evaluate AI outputs for accuracy, relevance, and ethical risk</li><li>You have advanced analytical skills and can translate complex data into compelling insights and clear action plans</li><li>You’re experienced in leading cross-functional projects and influencing stakeholders across different levels of the organization</li><li>You have a strong ownership mindset — you move initiatives from strategy to execution and measurable impact</li><li>You thrive in fast-paced, evolving environments and love solving complex, systemic problems</li></ul><p><strong>About the team</strong></p><p>The <strong>User Voice Supergroup</strong> exists to ensure every user is empowered and every voice is heard. Within that, <strong>Global User Voice Enablement</strong> focuses on building the systems, frameworks, and capabilities that allow our support teams to deliver consistent, high-quality experiences at scale.</p><p>We turn insights into impact. We close the loop between our users and our product. And we build the infrastructure that ensures Canva continues to delight millions — and soon billions — of users worldwide.</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 wov ... (truncated, view full listing at source)