Program Manager Customer Experience

Jakarta - Indonesia

Monthly Salary: Not Disclosed

Posted on: 6 hours ago

Vacancies: 1 Vacancy

Job Summary

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. Youll 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 youd be doing in this role:

As Canva scales change continues to be part of our DNA. But we like to think thats all part of the fun.

As a User Voice Experience Advocate in our User Voice Supergroup sitting within Service Design & Delivery youll shape how support feels for users in Indonesia. Youll make sure our help experience feels truly local while still being powered by Canvas global capabilities.

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

At the moment this role is focused on:

Owning and executing the support strategy for Indonesia grounded in user insights and aligned with global User Voice processes
Auditing and improving help center content chatbot responses and specialist communications to ensure they reflect Indonesian language culture and expectations
Identifying recurring pain points through dissatisfied user feedback and turning insights into measurable improvements
Launching local support initiatives that reduce customer effort and increase user satisfaction
Acting as the bridge between local country priorities and global User Voice teams ensuring Indonesias voice is heard in planning and product decisions
Partnering cross-functionally with Product Growth Enterprise and Print teams to deliver seamless end-to-end support experiences

Youre probably a match if:

You have relevant experience in customer experience support operations service design or related strategic roles within tech or SaaS environments
Youve launched 01 initiatives from scratch and can demonstrate measurable impact
Youre a strong problem solver who can navigate ambiguity analyse data and make sound decisions with practical judgement
Youre an exceptional communicator fluent in Bahasa Indonesia and English and can confidently translate user insights into compelling stories for stakeholders
Youre comfortable rolling up your sleeves and getting into the detail while maintaining a clear strategic lens
You thrive in fast-paced environments and enjoy working across cultures and time zones

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 thats what drives us.

As one of the early local advocates globally youll 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.

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.

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
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 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.

Remote Work :

Employment Type :

Full-time

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. Youll collaborate closely with local stakeholders in Indonesia and partner with global teams across Australia and the Ph...