Trust & Safety Program Manager

Company Description

China Trust & Safety Operations team is a member of Canva Global Trust and Safety family, whose mission is to safeguard our community and make Canva the world’s most trusted company for safe design. We champion the safety and integrity of every user interaction, proactively tackling emerging risks and harmful content through a blend of technology, policy, and operational excellence. Our work spans content moderation, account integrity, and rapid incident response—ensuring that every design experience is secure, compliant, and empowering. By collaborating across specialties and driving continuous improvement, we play a pivotal role in protecting Canva’s community and enabling the company’s growth in one of its most dynamic markets. Together, we turn trust and safety into a strategic advantage, directly contributing to Canva’s vision of empowering the world to design.

Mission: Trusted by all users. Let Canva be trusted by all users.

Vision: To ensure the safety of all content and to protect integrity of all accounts on Canva China, proactively combating harmful content, abuse, and emergent risks through a combination of technology, policy, and human expertise.

Job Description

This position is open for flexible work in any first or second-tier city in mainland China.

About the Role

We are the steadfast guardians of Canva China's trusted ecosystem. United by our mission, we relentlessly safeguard our community by ensuring regulatory compliance, preventing harmful content, and securing account integrity – empowering millions to create with confidence. As the strategic force behind the scenes, we lead cross-functional teams to develop and execute robust safety initiatives, driving measurable outcomes that directly protect Canva's reputation and user trust. Our influence bridges global and local stakeholders, continuously refining the balance between ironclad security, seamless user experience, and operational efficiency. By owning the end-to-end design of safety processes and projects, we holistically shape the future of trust in Canva China, making our platform not just a creative tool, but a safe space where innovation truly thrives.

What you’ll do (responsibilities)

You will work closely with Product Managers, Engineers, Data Scientists, and global Trust & Safety stakeholders to drive content safety and account integrity for Canva China. Particularly, you will

• Build, iterate and maintain leading edge account integrity programs, across the entire lifecycle from detection to investigation and mitigation, identifying root causes and implementing
• Own and manage the overall service delivery of the moderation program, including BPO collaboration, SLA, quality, and compliance adherence, leading the team in achieving performance goals and improving operational ROI
• Develop and refine workflows for T&S operations, including automating dashboards, rapid response, on-call, public opinion response, etc. to ensure timely and thorough mitigation of escalations and crises
• Conduct data analysis and and translate data insights into business recommendations. Prepare high quality business reports and deliver presentations tailored to technical and non-technical stakeholders.
• Enforce Trust & Safety Policy, including Content Moderation, handling incidents, escalations, appeals, and quality assurance for outsourced staff
• Track, analyze, and report on key operational metrics (e.g., false positive/negative rates, moderation efficiency, incident response times) to drive data-informed improvements.
• Collaborate with global Trust & Safety, legal, and engineering teams to localize and operationalize safety policies and processes for the China market.

Qualifications

What we're looking for

We’re after someone who takes real ownership and is motivated by making a difference. You’ll need to be comfortable working with ambiguity, have a knack for structuring problems, and be able to collaborate with a wide range of stakeholders. If you’re passionate about content safety, account integrity, and want to help shape how millions of people create and share online, you’ll fit right in. You should be comfortable working in English and Mandarin, and ready to roll up your sleeves to solve real-world challenges.

• Experience in trust & safety operations, content moderation, risk management, or related fields, ideally within China or similar regulatory environments.
• Strong understanding of China’s digital ecosystem and regulatory landscape for online content and user safety.
• High attention to detail, resilience under pressure, and a proactive, problem-solving mindset.
• Analytical skills with experience in operational metrics tracking and process optimization.
• Ability to work cross-functionally with product, engineering, legal, and vendor teams.
• Fluency in Mandarin and proficiency in English preferred.