Director of Product Support Operations and Strategy, Figma

$219-317k

+Equity. Salary applicable to candidates based from SF/NY Hub only. For remote applicants, the pay range is localized according to employee work location by a factor of between 80% and 100% of range

SQL
Tableau
Looker
Zendesk
Expert level
Remote in US
New York
San Francisco Bay Area
Figma

Design platform for product teams

Job no longer available

Figma

Design platform for product teams

1001+ employees

B2BEnterpriseInternal toolsDesignSaaSProduct Management

Job no longer available

$219-317k

+Equity. Salary applicable to candidates based from SF/NY Hub only. For remote applicants, the pay range is localized according to employee work location by a factor of between 80% and 100% of range

SQL
Tableau
Looker
Zendesk
Expert level
Remote in US
New York
San Francisco Bay Area

1001+ employees

B2BEnterpriseInternal toolsDesignSaaSProduct Management

Company mission

Figma's mission is to help teams create, share, test, and ship better designs from start to finish.

Role

Who you are

  • We’re seeking a strong collaborator who thrives in a dynamic setting where innovation and growth are constant. Our ideal candidate is passionate about customer support, excels in strategic problem-solving, and doesn’t shy away from taking principled risks
  • 10+ years of experience in a support operations environment and 5+ years in a leadership position, preferably for a technical SaaS product
  • Strong communication skills with the ability to turn sophisticated ideas into easily understood concepts
  • Expertise in scaling operations functions in a high-growth and dynamic environment
  • A data-driven and analytical approach with expertise in defining strategic goals, delivering results, and communicating insights to all layers of leadership
  • Experience in both building initiatives from the ground up and optimizing existing programs
  • Commitment to consistently enhancing the customer and employee experience
  • Experience streamlining processes and fostering effective collaboration across teams
  • Experience launching or running BPO vendors

Desirable

  • Advanced experience with SQL and querying databases using tools like Tableau, Looker, or Zendesk Explore (we use Hex and Mode)

What the job involves

  • As a key leader within the Product Support Team, you will play a critical role in fostering an environment where our global support team can deliver exceptional experiences to Figma customers at scale
  • In this role, you’ll guide the team in defining goals, shaping critical initiatives, and providing in-depth analytical insights, helping the team to realize opportunities and build upon our strengths to drive success
  • In addition, you will lead the workforce planning function, ensuring we are effectively staffed to support our rapidly expanding customer base across the globe
  • Continue to build out our Program Management, Product Operations, Workforce Management, Data Insights, Tooling and Technology functions – including, but not limited to program and service delivery, KPIs, reporting, and forecasting
  • Work in partnership with Product Support leadership to refine our channel and segmentation strategies, as well as KPIs and success measurements for Direct Support, Scalable Support, and our Learning and Performance teams
  • Develop and maintain global Product Support dashboards that report on the health of our business to surface actionable trends and insights to our internal teams and cross-functional partners
  • Drive continuous improvements that are focused on improving efficiency and quality with our service strategy, including launching AI and BPO solutions
  • Drive enhancements to our Product Support tech stack aimed at improving the customer journey
  • Iterate on our forecast and capacity model to manage our workforce, and ensure we are resourced appropriately and available to meet our customers’ needs
  • Build relationships with cross-functional partners, such as product and engineering, to create deeper alignment with pivotal initiatives and company roadmap
  • Coach and mentor team members, focusing on skill building, career growth, and leadership development

Our take

Figma is a web-based design platform that helps cross-functional teams of designers, project managers, and developers easily collaborate on product design projects. Its standout feature, Multiplayer mode, is like Google Docs for design, letting team members collaborate in real-time on project files that are hosted in the cloud.

Founded in 2012, Figma quickly established itself among its competitors in the sector and achieved a valuation exceeding $10 billion in 2021, boosted by a trend towards remote work. Its acquistion by Adobe for twice that amount just a year later raised eyebrows, but is a testament to the huge potential of this company and its product.

Thousands of industry-leading companies such as AirBnB, Dropbox, GitHub and Microsoft use Figma to scale their design efforts easily across distributed teams. Adobe has committed to leaving Figma autonomous going forward, and Figma will benefit from Adobe's digital imaging and AI tech in its product development.

Kirsty headshot

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

Few candidates hear
back within 2 weeks

97% employee growth in 12 months

Company

Funding (last 2 of 8 rounds)

May 2024

$415.7m

SERIES F

Jan 2022

$0.5m

SERIES E

Total funding: $749.1m

Company benefits

  • Equity
  • Health, Dental, & Vision
  • Retirement with company contribution
  • Parental leave & fertility support
  • Mental health and wellness benefits
  • Generous PTO
  • Company recharge days
  • Learning & development stipend
  • Work from home stipend
  • Cell phone reimbursement

Company values

  • Build community
  • Run with it
  • Love your craft
  • Grow as you go

Company HQ

Union Square, San Francisco, CA

Leadership

Previous Research Assistant at Microsoft for 1 year. Spent 2.5 years at Brown University pursuing a CS/Math degree, dropping out with the support of the Thiel Fellowship, when he earnt a grant of $100,000 to pursue entrepreneurial projects.

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