Figma
Workforce Management Analyst
San Francisco, CA • New York, NY • United States · Full-time
Sponsorship not specified$115k-$202kDetected 5 days ago
PythonSQLData VisualizationFigmaStakeholder ManagementForecastingVendor ManagementCustomer SupportLeadershipCommunicationCollaborationPublic Speaking
About the role
- From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
- This is a full time role that can be held from one of our US hubs or remotely in the United States.
- 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.
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
- Figma's platform helps teams bring ideas to life-whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.
- If you're excited to shape the future of design and collaboration, join us!
- As a member of our Product Support team, the Workforce Management Analyst will help keep our support operations running day to day.
- Reporting to our Insights & WFM Manager, you'll own our workforce capacity models, field ad-hoc planning requests across our BPO partner and internal FTE teams, and surface data-driven recommendations that keep vendor performance and customer experience on track.
Requirements
- Additionally, if hired you will be required to attend in person onboarding.
Nice to have
- Experience with WFM software (we use Assembled)
- Experience working in a high-growth tech environment
- 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.
Compensation
- $115,000 - $202,000 USD
- If based in Figma's San Francisco or New York hub offices, this role has the annual base salary range stated below.
- Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location.
- For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range.
- Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles.
- Figma's compensation and benefits are subject to change and may be modified in the future.
Benefits
- These modifications enable an individual with a disability to have an
Company info
- Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all.
Equal opportunity
- If you require accommodation, please reach out to accommodations-ext@figma.com.
- equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.
Visa & Work Authorization
- employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other cha
This listing is sourced directly from Figma's careers page and normalized into a canonical job model.