Program Manager - Customer Experience (SaaS)

TL;DR

Program Manager - Customer Experience (SaaS): Designing and executing the support strategy for Indonesian users to ensure a localized help experience with an accent on user voice advocacy and service design. Focus on analyzing CX data, launching 0-1 support programs, and influencing global product priorities.

Location: Based in Jakarta, Indonesia

Company

A global visual communications platform that empowers people to design and share professional-quality content.

What you will do

• Advocate for Indonesian users in global conversations to shape support priorities and product decisions.
• Own and execute the localized support strategy for the Indonesian market, aligned with global processes.
• Analyze CX metrics such as CSAT, NPS, and effort scores to identify pain points and drive concrete improvements.
• Design and launch new support programs and frameworks from scratch, running pilots and iterating based on outcomes.
• Audit and localize help center content, chatbots, and communications to ensure cultural and linguistic relevance.
• Partner with Product, Growth, and Enterprise teams to deliver seamless end-to-end user experiences.

Requirements

• Experience in customer experience, support operations, or service design within high-growth tech environments.
• Proven track record of launching 0-1 programs with measurable impact.
• Ability to use CX data to diagnose problems and build business cases for change.
• Fluent in Bahasa Indonesia and English.
• Must be based in Jakarta, Indonesia.
• Strong problem-solving skills and the ability to navigate ambiguity.

Culture & Benefits

• Equity packages providing employee ownership in the company's success.
• Inclusive parental leave policy supporting all parents and carers.
• Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options for personal recharge and social impact.