Program Manager, Service Quality Customer Service

Join the team redefining how the world experiences design.

Hey gday mabuhay kia ora 你好 hallo vítejte!

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

Our flagship campus is in Sydney. We also have a campus in Melbourne and co-working spaces in Brisbane Perth and Adelaide. Across our international hubs including Manila we empower our Canvanauts with the flexibility and trust to choose the balance that helps them and their team achieve their goals.

This is a full-time hybrid role based in Makati.

What youd be doing in this role

As Canva scales change continues to be part of our DNA. And in User Voice that means building quality systems that evolve as fast as our product does.

As a Program Manager Service Quality within User Voice Global User Voice Enablement youll own and evolve the strategy that ensures every user interaction meets our global quality standards. Youll turn quality insights into meaningful change influencing people processes product and AI systems.

This role isnt just about auditing its about designing scalable future-ready quality programs that build trust at every touchpoint.

At the moment this role is focused on:

• Owning the end-to-end lifecycle of Canvas Quality Program from rubric design to reporting and continuous improvement
• Leading large-scale initiatives that improve CSAT NPS First Contact Resolution (FCR) and overall service performance
• Designing and implementing predictive quality frameworks that proactively identify risks across human and AI-powered support
• Partnering cross-functionally with Product Engineering AI and Vendor teams to ensure quality insights influence roadmaps and model tuning
• Delivering high-impact weekly and monthly Quality Business Reviews (QBRs) with clear actionable insights for leadership
• Leading global calibration sessions to maintain consistency across internal teams and external partners
• Driving process automation and AI-assisted evaluation initiatives to improve efficiency and accuracy

Youre probably a match if

• You have strong experience designing and scaling Quality Assurance or Quality Management Systems within a customer service or operations environment
• Youre confident working with AI-assisted tools and understand how to evaluate AI outputs for accuracy relevance and ethical risk
• You have advanced analytical skills and can translate complex data into compelling insights and clear action plans
• Youre experienced in leading cross-functional projects and influencing stakeholders across different levels of the organization
• You have a strong ownership mindset you move initiatives from strategy to execution and measurable impact
• You thrive in fast-paced evolving environments and love solving complex systemic problems

About the team

The User Voice Supergroup exists to ensure every user is empowered and every voice is heard. Within that Global User Voice Enablement focuses on building the systems frameworks and capabilities that allow our support teams to deliver consistent high-quality experiences at scale.

We turn insights into impact. We close the loop between our users and our product. And we build the infrastructure that ensures Canva continues to delight millions and soon billions of users worldwide.

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 social connection office setup & more
• Flexible leave options that empower you to be a force for good take time to recharge and support you personally

Remote Work :

No

Employment Type :

Full-time