User Voice Program Manager (Spain)

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox User Voice Program Manager (Spain)Full-timeRecruitment type: PermanentJob DescriptionJoin the team redefining how the world experiences design.Hola, g'day, mabuhay, kia ora, 你好, hallo, bonjour, vítejte!Thanks for stopping by. We know job hunting can be a little time consuming and you're probably keen to find out what's on offer, so we'll get straight to the point.Where and how you can workWhile we support flexible ways of working, for this role we’re focusing on those that can be based in Madrid in a hybrid capacity, so we can keep collaboration flowing with the local team. We have an office at Spaces Rio.About the teamThe User Voice supergroup exists to empower every user and make every voice heard. We ensure users can exchange help, ideas, and inspiration effortlessly while providing insights back to the business to prevent issues before they happen.Within User Voice, the Service Design & Delivery (SDD) group 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.What you’d be doing in this roleAs Canva scales towards 1 billion users, change is constant — and that’s where you come in.As a user voice experience advocate within our Service Design & Delivery (SDD) group, you’ll shape how support feels for users in Spain. You’ll make sure our help experience feels truly local — while still being powered by Canva’s global capabilities.You'll create and execute the support strategy that makes Spanish users feel like Canva was built just for them.You have the amazing opportunity to define your role. You'll encounter problems no one has solved before, and you'll figure them out. You’ll have a bias to action, and you’ll measure success through impact.At the moment, this role is focused on:Own your market's support strategy - Define what truly local means for Spain —grounded in user insights and aligned with global User Voice processesExecute your strategy - Drive the execution of your service strategy while working with local and global teams, influencing planning cycles and leading cross-functional implementation across User Voice and the wider Canva organisation.Drive measurable service improvements - Reduce customer effort, increase satisfaction, and open support channels that meet Spanish users where they are.Make support feel truly local - Audit help content, chatbot responses, and specialist communications to ensure they reflect local styles, norms, and expectations. Partner with teams to systematically improve qualityBecome the expert on Spanish users' voices - Advocate for user insights, ensuring feedback loops inform priorities, planning, and decision-making across Canva.Bridge local and global teams - Translate country priorities into support initiatives, and User Voice capabilities into outcomes that matter for Spanish usersYou're probably a match ifYou’re an exceptional communicator and storyteller — fluent in Spanish and English — and can confidently translate user insights and simplify complex ideas into compelling stories for stakeholdersYou have relevant experience in customer experience, support operations, service design, or related strategic roles in tech or SaaS environments with demonstrated impact on support strategy and executionYou have a proven track record in launching initiatives and building strategies from scratch that drive measurable impact.You are a strong problem solver who can navigate ambiguity, make sound decisions, and deliver outcomes even with constrained resources.You can work independently while loving collaboration across functions. Are a team player committed to collective success and Canva's mission.You’re proactive, adaptable, and happy to roll up your...