Director, Learning and Performance, Product Support

As the Director Learning and Performance within the Product Support organization you’ll have the opportunity to lead three impactful functions: Learning and Content Quality Assurance and Resolutions. On the Learning and Content side you will lead and grow our learning and knowledge base strategies creating an environment where our team thrives through continuous learning and skill building. You’ll oversee the continued development of the Quality Assurance team further scaling a critical function that is pivotal to providing insights and recommendations on ways to improve the employee and customer experience. On the Resolutions side you’ll lead a dynamic team of subject-matter experts who provide real-time support and guidance to our internal teams and own key initiatives aimed at improving customer satisfaction.

We are looking for a seasoned and influential leader to join our team who is passionate about creating a culture where ongoing growth and development thrive alongside a steadfast focus on continuous improvement with the customer journey.

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you’ll do at Figma:

• Craft and communicate a clear vision for the Learning and Performance function on Product Support

• Empower our internal teams from Direct Support to Community to achieve success with their goals by ensuring they have the training and resources they need to provide a consistently stellar customer experience

• Develop inclusive and quality training programs including instructor-led training self-guided tutorials  and blended learning approaches

• Provide agile solutions to respond to the rapidly evolving learning and performance needs of the business

• Design a robust maintenance and continuous improvement strategy to ensure internal content is relevant and consistently meets the evolving needs of the team

• Partner with Product and Engineering to ensure internal teams are prepared to effectively support new product and feature launches

• Collaborate with internal teams such as Direct Support Support Operations Scalable Support to deliver a cohesive feature and product training strategy

• Coach and develop the functional leaders of Learning and Content Resolutions and Quality Assurance with a focus on skill building and career development

• Partner with Support Operations to refine our Learning and Performance tooling stack to ensure we have what we need to enhance performance and drive efficiency across the Product Support landscape

• Define implement and report on key performance metrics for Learning and Performance surfacing meaningful insights to our broader Product Support organization and cross-functional partners

• Advocate for quality improvements in our product and operational processes through effective storytelling that is backed by qualitative and quantitative data

• Partner with the People team to enhance our career development framework for our Product Support functions

• Ensure the Resolutions team is equipped to handle critical escalations providing swift customer responses and keeping our internal teams up to speed on progress and issue resolution

We'd love to hear from you if you have:

• 10+ years of work experience with 4+ years experience leading high-performing learning teams

• 2+ years of experience as a second-line manager across different functional areas

• Experience scaling learning functions in hyper-growth environments

• Experience implementing tooling such as: LMS KMS QMS

• Experience developing KPIs with an eye towards continuously improving employee experience

While it’s not required it’s an added plus if you also have:

• Experience operating in a fast-paced rapidly changing environment preferably supporting a SaaS product

• Familiarity with design processes and tools

• Demonstrated ability to distill complex ideas into easily understood concepts

• A desire and steadfast approach to continuously improving the customer and employee experience

• Experience using data to help drive change and elevate performance

At Figma one of our values is Grow as you go. We believe in hiring smart curious people who are excited to learn and develop their skills. If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description we encourage you to apply anyways. You may be just the right candidate for this or other roles.

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