other
Posted 2 hours agoWorkforce Management Analyst
at Figma
San Francisco, United StatesOn-site
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
Requirements
- Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI.
- From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world.
- experience on track. This is a hands-on, SQL-forward role - you'll build your own reports, run your own queries, and translate the numbers into clear action for Product Support leadership.
- 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).
- experience presenting findings to technical and non-technical audiences.
- Experience with WFM software (we use Assembled) •
- Experience developing workforce capacity models and forecasting methodologies from scratch
- Familiarity with AI applications in support and their impact on capacity planning •
- Experience working in a high-growth tech environment
- Additionally, if hired you will be required to attend in person onboarding.
Experience
- We'd love to hear from you if you have: 2+ years of
Benefits
- 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
- 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 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
- Figma’s compensation and
- Annual Base Salary Range: $115,000 — $202,000 USD
Contact
- If you require accommodation, please reach out to accommodations-ext@figma.com .
Additional details
- Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all.
- If you're excited to shape the future of design and collaboration, join us!
- 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
- This is a full time role that can be held from one of our US hubs or remotely in the United States.
- 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
- Excellent communication and stakeholder management skills, with
- 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