Program Manager – Chatbot

Job Description

Join the team redefining how the world experiences design.

Kamusta, hey, g’day, mabuhay, kia ora, 你好, hallo, 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 work

Our flagship campus is in Sydney, Australia, but with many of our Canvanauts calling the Philippines home, our office in Manila is a buzzing place. Whether your role needs you in the office, at home or a bit of both, we’ve created an environment that truly empowers you to thrive.

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. So this will give you the flavour of the type of things you’ll be working on when you start, but this will likely evolve.

At the moment, this role is focused on:

• Oversee the day-to-day utilization and accuracy of Chatbot and leverages conversational experience to support enquiries and solves user issues
• Support Chatbot functionality within Ada by enhancing flows and creating documentation to support and engage with CHT with any changes
• Train and improve overall performance of the Chatbot through understanding and diagnosing where there are intents being misrecognized or gaps in how we’re bringing users into flows, optimising with keywords
• Operate and drive a continuous improvement mindset; through analysis of and continuous optimisation of chatbot flows and experience resulting in improved user experience
• Identify operational and workflow gaps both within and outside your immediate scope and execute on solutions
• Collaborate with internal Canva teams and take ownership of potential intents for implementation
• Liaise with third party vendors and internal stakeholders across multiple groups to optimise usage of the Chatbot

You’re probably a match if

• You have strong communication and collaboration skills, especially across Product, QA, Data, and CHT
• You demonstrated comprehension of CHT process and requirements to address user concerns, while focusing on optimization with technology such as chatbots
• You have the skills for system administration and management, ready to dive into new and exciting AI-powered systems
• You have the power to spot opportunities and make adjustments to tackle them, especially when it comes to recognizing and resolving issues
• You have a knack for analysis – spotting trends and patterns across various data points, and seizing opportunities accordingly
• You have familiarity with Conversational Design, Chatbot Administration, and collaborating with a Product team is beneficial

About the team

User Help Experience is a Group within User Voice Supergroup. You’ll be coming into a diverse data team of 14 people, who really do enjoy finding answers to the problems that our users have. We’re looking forward to continuing to grow our team and gaining a range of new perspectives and ideas on how we can achieve our goals and help more people.

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. We also offer a range of benefits to set you up for every success in and outside of work.

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
• An annual 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 supports 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.

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