Workforce Strategy Manager, Product Support (New York)

Workforce & Vendor Manager, Product Support

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products from start to finish. Whether it's consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alonecome make with us!

As a member of our Product Support Operations and Strategy team, the Workforce Capacity and Vendor Manager will play a critical role in scaling our global support operations as we establish and expand our vendor ecosystem. You will own workforce forecasting, capacity planning and staffing strategies across both our internal Full-Time Employee (FTE) teams and Business Process Outsourcing (BPO) partner. In addition, you'll serve as the operational lead for the BPO relationship, driving accountability, performance and alignment to performance expectations. This is a highly cross-functional role, working closely with Product Support leadership, Finance, Analytics and our BPO partner to ensure we're resourced effectively and delivering a consistent, high quality customer experience. You'll bring a mix of analytical rigor, vendor management savvy and operational intuition to help us scale support strategically.

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 :

• Partner with Product Support leadership to forecast short- and long-term capacity needs for both BPO and FTE teams, considering support volume, service level objectives, and strategic initiatives.
• Develop and maintain workforce capacity models to predict staffing requirements, analyze volume trends and agent productivity, and use data to optimize resource allocation.
• Act as the main point of contact for the BPO provider, fostering a collaborative relationship, developing and managing the operational framework to meet service levels and performance targets.
• Conduct regular business reviews with the BPO, analyzing performance data, identifying improvement areas, and presenting clear, actionable insights (including occasional vendor site visits).
• Collaborate with internal teams to assess the impact of new product features on support volume and identify opportunities to optimize support operations through effective vendor management and capacity planning.

We'd Love To Hear From You If You Have :

While Not Required, It's An Added Plus If You Also Have :

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.

Pay Transparency Disclosure

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. The listed range is a guideline, and the range for this role may be modified. 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. Please discuss your specific work location with your recruiter for more information.

Figma offers equity to employees, as well a competitive package of additional benefits, including health, dental & vision, retirement with company contribution, parental leave & reproductive or family planning support, mental health & wellness benefits, generous PTO, company recharge days, a learning & development stipend, a work from home stipend, and cell phone reimbursement. 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.

Annual Base Salary Range (SF / NY Hub) :

$112,000 - $238,000 USD

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal 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 characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.