About the company
Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
Responsibilities
- Maintain and run our workforce capacity models day to day, keeping them accurate and ready for both routine and ad-hoc capacity planning requests across BPO and FTE teams
- Build and run your own reports and SQL queries to analyze support volume trends, agent productivity, and vendor performance—surfacing clear, data-informed recommendations with minimal oversight
- Support the operational management of our BPO partner relationship, including tracking performance metrics, helping run regular business reviews, and prepping the supporting materials and analysis
- Partner with Product Support leadership on short-term capacity needs, including building addenda for events like new product launches and modeling tradeoffs between FTE headcount and BPO scope
- Help diagnose inefficiencies and improve attainment on key metrics such as SLA and AHT across internal and external support teams
- Help extend operational workforce management practices to additional teams within Product Support
Requirements
- 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally within customer support organizations.
- Strong understanding of customer support operations, including workforce capacity planning, forecasting, and operational best practices.
- Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives.
- Advanced analytical skills with the ability to identify trends, generate insights, and make data-driven recommendations using SQL and data visualization tools such as Hex or Looker (Python experience a plus).
- Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences.
Conditions
- This is a full time role that can be held from one of our US hubs or remotely in the United States.
- Annual Base Salary Range: $115,000 — $202,000 USD