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SeniorFull-timeRustAI
Salary Range
$14,586 - $19,734 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Program Manager, Service Quality to join Canva's User Voice team. This role focuses on building quality systems that evolve with our product and ensuring every user interaction meets global quality standards.
Key Responsibilities
- βOwn the end-to-end lifecycle of Canvaβs Quality Program β from rubric design to reporting and continuous improvement
- βLead large-scale initiatives that improve CSAT, NPS, First Contact Resolution (FCR), and overall service performance
- βDesign and implement predictive quality frameworks that proactively identify risks across human and AI-powered support
- βPartner cross-functionally with Product, Engineering, AI, and Vendor teams to ensure quality insights influence roadmaps and model tuning
- βDeliver high-impact weekly and monthly Quality Business Reviews (QBRs) with clear, actionable insights for leadership
- βLead global calibration sessions to maintain consistency across internal teams and external partners
- βDrive process automation and AI-assisted evaluation initiatives to improve efficiency and accuracy
Requirements
- βStrong experience designing and scaling Quality Assurance or Quality Management Systems within a customer service or operations environment
- βConfidence working with AI-assisted tools and understanding how to evaluate AI outputs for accuracy, relevance, and ethical risk
- βAdvanced analytical skills and ability to translate complex data into compelling insights and clear action plans
- βExperience in leading cross-functional projects and influencing stakeholders across different levels of the organization
- βStrong ownership mindset β moving initiatives from strategy to execution and measurable impact
- βThriving in fast-paced, evolving environments and solving complex, systemic problems
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