User Voice Program Manager (SaaS)

TL;DR

User Voice Program Manager (SaaS): Defining and executing the local support strategy for the Spanish market with an accent on localizing the user help experience and reducing customer effort. Focus on bridging local insights with global capabilities and leading cross-functional implementations.

Location: Hybrid in Madrid, Spain

Company

Canva is a global design platform redefining how the world experiences design.

What you will do

• Define and execute the support strategy for the Spanish market based on user insights and global processes.
• Lead cross-functional implementations to drive measurable service improvements and reduce customer effort.
• Audit help content, chatbot responses, and specialist communications to ensure they reflect local styles and norms.
• Advocate for Spanish users' voices, ensuring feedback informs priorities and decision-making across the organization.
• Bridge the gap between local country priorities and global User Voice capabilities.

Requirements

• Fluent in Spanish and English.
• Relevant experience in customer experience, support operations, or service design within tech or SaaS environments.
• Proven track record of launching initiatives and building strategies from scratch with measurable impact.
• Strong problem-solving skills and the ability to navigate ambiguity.
• Must be based in Madrid for hybrid collaboration.

Culture & Benefits

• Flexible ways of working within a hybrid model.
• Opportunity to define your own role and solve unique, first-of-their-kind problems.
• Collaborative, fast-paced environment working across diverse cultures and time zones.
• Inclusive culture that values diverse backgrounds and skills.