Program Manager, Customer Experience & AI Enablement (AI)

Location: Full-time hybrid role based in Makati, Philippines

Company

Canva is a global design platform focused on helping users create and experience visual content.

What you will do

• Own the end-to-end lifecycle of the Quality Program, including rubric design, reporting, and continuous improvement.
• Lead initiatives to improve CSAT, NPS, First Contact Resolution, and overall service performance.
• Design frameworks that identify risks across human and AI-powered customer support.
• Partner with Product, Engineering, AI, and Vendor teams to connect user insights with customer service roadmaps.
• Deliver weekly and monthly Quality Business Reviews with clear insights and action plans for leadership.
• Lead global calibration sessions and drive process automation and AI-assisted evaluation initiatives.

Requirements

• Experience designing and scaling systems and processes in customer service or operations, or direct Program or Product Management experience, ideally in technology.
• Experience working with AI-assisted tools and evaluating AI outputs for accuracy, relevance, and ethical risk.
• Advanced analytical skills with the ability to turn complex data into actionable insights.
• Experience leading cross-functional projects and influencing stakeholders at different organizational levels.
• Strong ownership, execution, problem-solving, and adaptability in fast-changing environments.

Culture & Benefits

• Hybrid work with flexibility across Canva campuses and international hubs.
• Equity packages.
• Inclusive parental leave for parents and carers.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options.