Program Manager - Customer Experience
As a Program Manager within Canva's Service Design & Delivery (SDD) group, you will play a pivotal role in shaping the customer support experience for users in Germany. This position is based in Berlin and offers a hybrid working environment, combining in-office collaboration with flexible remote work options. You will be instrumental in ensuring that Canva's support services are tailored to meet the unique needs of the German market while aligning with the company's global standards.
In this role, you will be responsible for defining and executing a localized support strategy for Germany. Your day-to-day activities will include auditing and enhancing help content, chatbot responses, and specialist communications to reflect local styles and expectations. Additionally, you will identify recurring user pain points through feedback analysis and implement measurable improvements to enhance customer satisfaction. Collaborating cross-functionally with teams such as Product, Marketing, and Design Experience, you will ensure a seamless end-to-end support experience for German users.
The ideal candidate will have substantial experience in customer experience, support operations, or service design within tech or SaaS environments. A proven track record of launching initiatives from inception and driving measurable impact is essential. Strong problem-solving skills, the ability to navigate ambiguity, and exceptional communication abilities in both German and English are required. The role demands a proactive and adaptable individual who thrives in fast-paced, cross-cultural environments and is committed to delivering high-quality user experiences at scale.
Canva offers a comprehensive benefits package, including equity options to share in the company's success, an inclusive parental leave policy supporting all parents and carers, and an annual Vibe & Thrive allowance to support personal well-being and growth. Flexible leave options are also available, empowering employees to recharge and contribute positively to their communities.
Joining Canva means becoming part of a company that values every user's voice and is dedicated to creating a supportive and inclusive work environment. With opportunities for professional growth and exposure to global teams, this role offers a unique chance to make a significant impact as Canva scales toward its ambitious goal of reaching 1 billion users.