Program Manager, Strategy and Enablement (Customer Service)

TL;DR

Program Manager, Strategy and Enablement (Customer Service): Designing and scaling global quality systems for user interactions with an accent on rubric design, AI-powered support evaluation, and cross-functional alignment. Focus on improving CSAT and NPS through data-driven insights and automating quality evaluation processes.

Location: Hybrid role based in Makati, Philippines

Company

Canva is a global design platform empowering millions of users to create professional visual content through intuitive tools.

What you will do

• Own the end-to-end lifecycle of the Quality Program, from rubric design to reporting and continuous improvement.
• Lead large-scale initiatives to improve CSAT, NPS, and First Contact Resolution (FCR) performance.
• Design frameworks to proactively identify risks across human and AI-powered support systems.
• Partner with Product, Engineering, and AI teams to ensure insights influence the customer service roadmap.
• Deliver high-impact Quality Business Reviews (QBRs) with actionable insights for leadership.
• Drive process automation and AI-assisted evaluation initiatives to increase efficiency and accuracy.

Requirements

• Experience designing and scaling systems and processes within a customer service or operations environment.
• Direct Program or Product Management experience, ideally within the tech space.
• Confidence working with AI-assisted tools and ability to evaluate AI outputs for accuracy and ethical risk.
• Advanced analytical skills to translate complex data into clear action plans.
• Experience leading cross-functional projects and influencing stakeholders across different organizational levels.
• Must be based in Makati, Philippines for a hybrid work arrangement.

Culture & Benefits

• Equity packages to share in the company's success.
• Inclusive parental leave policy supporting all parents and carers.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options to recharge and support personal causes.