Program Manager Customer Experience

Join the team redefining how the world experiences design.

Hiya gday mabuhay kia ora 你好 hallo vítejte merbaha!

Thanks for stopping by. We know job hunting can be a little time consuming and youre probably keen to find out whats on offer so well get straight to the point.

Where and how you can work

This role is based in Amsterdam on a hybrid set-up. At Canva we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals. Youll collaborate closely with global stakeholders while helping strengthen our support foundations locally and at scale.

What youd be doing in this role

As Canva scales towards 1 billion users change is constant and thats where you come in.

As a user voice experience advocate within our Service Design & Delivery (SDD) group youll shape how support feels for users in the United Kingdom and Netherlands. Youll make sure our help experience feels truly local while still being powered by Canvas global capabilities.

Youll create and execute the support strategy that makes users in the UK and Netherlands feel like Canva was built just for them.

You have the amazing opportunity to define your role. Youll encounter problems no one has solved before and youll figure them out. Youll have a bias to action and youll measure success through impact.

At the moment this role is focused on:

• Own your markets support strategy - Define what truly local means for UK and Netherlands grounded in user insights and aligned with global User Voice processes
• Execute your strategy - Drive the execution of your service strategy while working with local and global teams influencing planning cycles and leading cross-functional implementation across User Voice and the wider Canva organisation.
• Drive measurable service improvements - Reduce customer effort increase satisfaction and open support channels that meet users in the UK and Netherlands where they are.
• Make support feel truly local - Audit help content chatbot responses and specialist communications to ensure they reflect local styles norms and expectations. Partner with teams to systematically improve quality
• Become the expert on users in the UK and Netherlands users voices - Advocate for user insights ensuring feedback loops inform priorities planning and decision-making across Canva.
• Bridge local and global teams - Translate country priorities into support initiatives and User Voice capabilities into outcomes that matter for users in your market

Youre probably a match if

• You have relevant experience in customer experience support operations service design or related strategic roles in tech or SaaS environments with demonstrated impact on support strategy and execution
• You have a proven track record in launching initiatives and building strategies from scratch that drive measurable impact.
• You are a strong problem solver who can navigate ambiguity make sound decisions and deliver outcomes even with constrained resources.
• Youre an exceptional communicator and storyteller fluent in Dutch and English and can confidently translate user insights and simplify complex ideas into compelling stories for stakeholders
• You can work independently while loving collaboration across functions. Are a team player committed to collective success and Canvas mission.
• Youre proactive adaptable and happy to roll up your sleeves to get things done
• You thrive in fast-paced environments and enjoy working across cultures and time zones

About the team

The User Voice supergroup exists to empower every user and make every voice heard. We ensure users can exchange help ideas and inspiration effortlessly while providing insights back to the business to prevent issues before they happen.

Within User Voice the Service Design & Delivery (SDD) group is on a mission to craft seamless differentiated issue-resolving experiences while driving smart investments.

We partner across product areas and international markets to create end-to-end support experiences that feel local wherever our users are. Every user empowered every voice heard thats what drives us.

Whats in it for you

Achieving our crazy big goals motivates us to work hard - and we do - but youll experience lots of moments of magic connectivity and fun woven throughout life at Canva too. We also offer a range of benefits to set you up for every success in and outside of work.

Heres a taste of whats on offer:

• 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 and personal growth
• Flexible leave options that empower you to be a force for good take time to recharge and supports you personally
• Exposure to global teams and cross-functional leaders as we scale toward 1 billion users

Check out for more info.

Other stuff to know

We make hiring decisions based on your experience skills and passion as well as how you can enhance Canva and our culture. When you apply please tell us the pronouns you use and any reasonable adjustments you may need during the interview process.

We celebrate all types of skills and backgrounds at Canva so even if you dont feel like your skills quite match whats listed above - we still want to hear from you!

Please note that interviews are conducted virtually. Please apply in English.

Remote Work :

No

Employment Type :

Full-time