Manager, Workforce Management and Data Insights

As a member of our Product Support Operations and Strategy team, the Workforce Management (WFM) & Data Insights Manager will lead the WFM and Data team, leveraging data to refine and optimize our Product Support experience and operations. As a problem solver, you will be responsible for ensuring the efficient allocation and utilization of our global support team, while also harnessing the power of data to conduct thorough data analyses and recommendations. Your insights will uncover trends and opportunities for process improvements that will directly enhance our customer experience. You and your team will develop and implement robust reporting mechanisms that enable us to track and communicate performance metrics, generating valuable insights to the support team, senior leadership, and other stakeholders, to drive actionable change.
This is a full-time role that can be held from one of our US hubs or remotely in the United States or Canada.
What you'll do at Figma:

• Delivering impactful analysis to help improve overall team performance, customer experience, and identify trends and opportunities for process improvements.
• Building team performance dashboards and comprehensive scorecards to provide transparent reporting and insight into the health of our business to enable our team to quickly capture customer, product, and team insights
• Developing and implementing workforce management strategies to ensure optimal staffing levels and resource allocation across our support team
• Building and maintaining workforce planning models to forecast staffing needs, monitor performance metrics, and identifying/enforcing these opportunities for improvement
• Empower your team to regularly and proactively identify customer, product, and team workflow trends - summarize findings and recommend solutions
• Collaborating with our data science and engineering teams to build, document and manage our Product Support data structure
• Managing our tech stack related to data and workforce management (e.g. Mode, WFM software)

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

• 6+ years of experience in a support operations or data/analytics environment
• 1+ years in a leadership position, preferably for a technical SaaS product
• Extensive expertise with SQL and visualization tools like Tableau, Mode, Looker, or Zendesk Explore (we use Mode and Looker) - bonus but not needed: experience with Python/R.
• Experience designing and maintaining ETLs to ensure accuracy and consistency of data from multiple sources
• Proficiency in workforce management software (e.g., Verint, NICE, Playvox, Calabrio, etc.)
• Excellent decision quality, critical thinking and creative problem solving skills
• The ability to tell a story with data and present it in a simple and informative way to cross-functional teams and stakeholders at all levels of the organization
• Demonstrated leadership skills, with a proven track record to build and develop high-performing teams
• A growth mindset and strong focus on continuous improvement

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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