Program Manager, Customer Experience & AI Enablement

📋 Description

• Owning the end-to-end lifecycle of Canva's Quality Program — from rubric design to reporting and
• Leading large-scale initiatives that improve CSAT, NPS, First Contact Resolution (FCR), and overall
• Designing and implementing frameworks that proactively identify risks across human and AI-powered
• Partnering cross-functionally with Product, Engineering, AI, and Vendor teams to ensure insights
• Delivering high-impact weekly and monthly Quality Business Reviews (QBRs) with clear, actionable
• Leading global calibration sessions to maintain consistency across internal teams and external

🎯 Requirements

• Strong experience designing and scaling systems and processes within a customer service or
• Confident working with AI-assisted tools and understand how to evaluate AI outputs for accuracy
• Advanced analytical skills and can translate complex data into compelling insights and clear action
• Experienced in leading cross-functional projects and influencing stakeholders across different
• Strong ownership mindset — move initiatives from strategy to execution and measurable impact
• Thrive in fast-paced, evolving environments and love solving complex, systemic problems

🎁 Benefits

• Equity packages — we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers
• An annual Vibe & Thrive allowance to support your wellbeing, social connection, office setup
• Flexible leave options that empower you to be a force for good, take time to recharge and support