Program Manager - Customer Experience

Job Description

Where and how you can work:

This role is based in Jakarta, Indonesia.

At Canva, we trust our Canvanauts to choose the balance that empowers them and their team to achieve their goals. You’ll collaborate closely with local stakeholders in Indonesia and partner with global teams across Australia and the Philippines — bringing the voice of Indonesian users into global conversations.

What you’d be doing in this role:

As Canva scales, change continues to be part of our DNA. But we like to think that’s all part of the fun.

As a User Voice Experience Advocate in our User Voice Supergroup, sitting within Service Design & Delivery, you’ll shape how support feels for users in Indonesia. You’ll make sure our help experience feels truly local — while still being powered by Canva’s global capabilities.

This is a hands-on, impact-driven individual contributor role where you’ll analyse insights, design improvements, and drive measurable service outcomes.

At the moment, this role is focused on:

• Being the champion for Indonesian users in every global conversation — advocating for local needs, pushing back where global decisions would hurt the Indonesian experience, and ensuring Indonesia's voice shapes how Canva builds and prioritises support globally
• Owning and executing the support strategy for Indonesia — grounded in user insights and aligned with global User Voice processes
• Using data — CSAT, contact drivers, effort scores, and dissatisfied user feedback — to diagnose what's breaking and turn insights into concrete improvements
• Designing and launching support programs from scratch — building the frameworks, running pilots, iterating fast, and owning outcomes end to end
• Auditing and improving help center content, chatbot responses, and specialist communications to ensure they reflect Indonesian language, culture, and expectations
• Partnering cross-functionally with Product, Growth, Enterprise and Print teams to deliver seamless end-to-end support experiences — influencing without formal authority

You’re probably a match if:

• You have relevant experience in customer experience, support operations, service design, or related strategic roles — in consumer-facing, tech, or high-growth environments
• You've launched 0–1 programs from scratch and can point to the measurable impact they drove
• You've used CX data (CSAT, NPS, contact drivers, effort scores) to diagnose problems and build the case for change — with stakeholders who didn't always agree with you
• You're a strong problem solver who can navigate ambiguity, analyse data, and make sound decisions with practical judgement
• You're an exceptional communicator — fluent in Bahasa Indonesia and English — and can confidently translate user insights into compelling stories for global stakeholders
• You're comfortable rolling up your sleeves and getting into the detail while maintaining a clear strategic lens
• You thrive in fast-paced environments, think in systems not just tasks, and have the ambition to scale what you build beyond your current remit

About the team:

The Service Design & Delivery group within User Voice 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 — that’s what drives us.

As one of the early local advocates globally, you’ll help define what world-class, localized support looks like at Canva. The frameworks you build and insights you generate will influence how we support users across many more countries.

What’s in it for you?

Achieving our crazy big goals motivates us to work hard — and we do — but you’ll experience lots of moments of magic, connectivity and fun woven throughout life at Canva, too.

Here’s a taste of what’s on offer:

• Equity packages — we want our success to be yours too
• Inclusive parental leave policy that supports all parents & carers
• A 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

Check out lifeatcanva.com 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 don’t feel like your skills quite match what’s listed above — we still want to hear from you!

Please note that interviews are conducted virtually.