Program Manager, Strategy And Enablement - Customer Service
Canva
Makati, Philippines
On-site
Customer service quality programs
Scalable quality programs
Ai-assisted evaluation
Own and evolve the strategy that ensures every user interaction meets global quality standards, turning insights into meaningful change across people, processes, product, and AI systems
Job Summary
Own and evolve the strategy that ensures every user interaction meets global quality standards, turning insights into meaningful change across people, processes, product, and AI systems.
Lead large-scale initiatives to improve CSAT, NPS, First Contact Resolution (FCR), and overall service performance, while designing frameworks to proactively identify risks.
Canva offers equity packages, an inclusive parental leave policy, an annual Vibe & Thrive allowance, and flexible leave options to support employee wellbeing and personal growth.
Matching Summary
Own and evolve the strategy that ensures every user interaction meets global quality standards, turning insights into meaningful change across people, processes, product, and AI systems.
Skills & Requirements
Must-have
Customer service quality programs
Scalable quality programs
AI-assisted evaluation
Cross-functional project leadership
Data-driven insights
Quality Business Reviews
Nice-to-have
Thrive in fast-paced environments
Strong ownership mindset
Influence stakeholders
Solve complex systemic problems
Key Requirements
Experience designing and scaling systems/processes in customer service or operations
Direct Program or Product Management experience
Experience with AI-assisted tools and evaluating AI outputs