Figma

4 weeks ago

Workforce Management Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Drive data-driven decision making for Figma’s Product Support, owning workforce capacity models across BPO and FTE teams. Build SQL-based reports, surface insights to leadership, and optimize vendor performance and customer experience through capacity planning and performance metrics.

Location: San Francisco, New York

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

Key Responsibilities

•Maintain and run workforce capacity models day to day, keeping them accurate and ready for 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.

Pay and Benefits

Salary: USD 115,000 - 202,000 annually

Perks:Health InsuranceDentalVisionRetirementLearning BudgetRemote Work

Key Requirements

•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.

Experience:2+ yearsCustomer support operationsVendor managementCapacity planningData analytics

Skills:CommunicationAnalytical thinkingStakeholder managementProblem-solving

Languages:English

Tech Stack:SQLPythonHexLookerAssembled

Company Brief

Figma

Design collaboration platform for teams that enables interface design, prototyping, and real-time collaboration in the browser. Figma streamlines product design workflows, handoff to developers, and design system management for organizations of all sizes.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Decacorn (USD 10B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn

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Figma

4 weeks ago

Workforce Management Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 3 hours agoStatus: Live

Job Summary

Location: San Francisco, New York

Workplace: Remote

Employment Type: Full time

Job Function: Data Analytics & Business Intelligence

Seniority: Mid level

Key Responsibilities

•Maintain and run workforce capacity models day to day, keeping them accurate and ready for 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.

Pay and Benefits

Salary: USD 115,000 - 202,000 annually

Perks:Health InsuranceDentalVisionRetirementLearning BudgetRemote Work

Key Requirements

•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.

Experience:2+ yearsCustomer support operationsVendor managementCapacity planningData analytics

Skills:CommunicationAnalytical thinkingStakeholder managementProblem-solving

Languages:English

Tech Stack:SQLPythonHexLookerAssembled

Company Brief

Figma

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Decacorn (USD 10B+)

Funding: Series E+

Headquarters: San Francisco, United States

Founded: 2012

Website LinkedIn