Director of Product Support Operations and Strategy, Figma

• 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

• 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