Program Manager (Customer Experience & AI Enablement)

TL;DR

Program Manager (Customer Experience & AI Enablement): Own and evolve Canva’s Quality Program for global user interactions, turning user insights into scalable improvements across customer service and AI-powered support. Focus on designing future-ready quality systems, leading cross-functional initiatives to improve CSAT/NPS/FCR, and driving AI-assisted evaluation and process automation to reduce risk and increase consistency.

Location: Makati, Philippines (hybrid)

Company

Canva builds design tools and platforms that help people create and communicate visually.

What you will do

• Own the end-to-end lifecycle of Canva’s Quality Program, from rubric design to reporting and continuous improvement.
• Lead large-scale initiatives to improve CSAT, NPS, First Contact Resolution (FCR), and overall service performance.
• Design and implement frameworks to proactively identify risks across human and AI-powered support.
• Partner cross-functionally with Product, Engineering, AI, and Vendor teams to ensure insights influence customer service roadmaps.
• Deliver weekly and monthly Quality Business Reviews (QBRs) with actionable insights for leadership.
• Drive process automation and AI-assisted evaluation initiatives, including global calibration sessions for consistency.

Requirements

• Experience designing and scaling systems and processes in a customer service or operations environment, or direct Program/Product Management experience (ideally in the tech space).
• Ability to work with AI-assisted tools and evaluate AI outputs for accuracy, relevance, and ethical risk.
• Advanced analytical skills to translate complex data into clear insights and action plans.
• Proven experience leading cross-functional projects and influencing stakeholders across organizational levels.
• Strong ownership mindset with measurable impact from strategy through execution.

Culture & Benefits

• Hybrid role based in Makati.
• Equity packages.
• Inclusive parental leave policy.
• Annual Vibe & Thrive allowance for wellbeing, social connection, and office setup.
• Flexible leave options to support recovery and personal needs.

Hiring process

• Application via the provided job posting link.
• Interviews and evaluation steps to assess program leadership, analytical skills, and experience with AI-assisted evaluation.