Manager – AI

As a member of our Product Support Operations and Strategy team, the Manager, AI, Infrastructure, and Tooling will help us leverage technology to empower Product Support Specialists and continue driving excellent customer support at scale. This includes optimizing our Support AI chatbot performance, implementing internal AI tools that improve our teams productivity, and driving automation opportunities across our systems and processes. As someone passionate about technology and building a best-in-class customer experience, you will lead our technical roadmap: balancing strong technical understanding, strategic thinking and effective communication across multiple partner teams (i.e. Engineering, Security). This role will manage a team of Business System Analysts and Automation and AI Specialists. 

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:

• Define and lead the tooling and automation strategy for the Product Support organization, owning the technical roadmap and driving the implementation of innovative solutions—such as AI chatbots, agent copilots, and workflow automations—to address critical customer and business needs.
• Analyze support data, metrics and team feedback to uncover trends and identify opportunities for continuous improvement in our tooling ecosystem - enhancing both the employee experience and customer satisfaction.
• Deliver reporting and insights on tooling performance, highlighting impact, informing strategic decisions, and driving process optimization across the organization.
• Lead cross-functional initiatives across Internal Tools, Security and Product Support by building business cases, defining technical requirements and delivering scalable solutions that improve the tooling experience and customer-facing capabilities.
• Develop and execute change management and communication strategies to ensure successful adoption of new tools and processes, driving alignment and engagement across stakeholder teams.
• Create and maintain critical documentation, including but not limited to: playbooks, governance documents, and technical diagrams, to support the effective deployment and ongoing success of technology solutions.
• Act as a subject matter expert in emerging technologies, staying current on advancements in conversational AI, large language models (LLMs), NLP frameworks, and machine learning applications relevant to Product Support.

We’d love to hear from you if you have:

• 3+ years experience in people management, ideally developing technical strategies within a support tool environment
• Experience in implementing AI and automation solutions (e.g., AI chatbots, co-pilots, and AI agents) for Product Support teams
• Expertise in writing prompts and conversational flows, optimizing content frameworks, and improving performance key metrics (e.g., deflection, customer satisfaction)
• Proven leadership success with initiatives involving technical and content teams, including driving alignment on project scope, crafting implementation plans, and resolving blockers
• Strong analytical mindset with the ability to interpret and simplify complex data, and then craft compelling narratives that empower stakeholders to achieve high-quality outcomes
• Exceptional communication skills, with a proven ability to influence stakeholders and leaders across the business, build strong business cases, and align teams with competing priorities
• Experience developing robust experiment frameworks to continuously optimize technology stacks

While it’s not required, it’s an added plus if you also have:

• Proficient in programming languages (i.e. C++, Python, Java), and familiarity with API and software integrations for chatbots and AI tools.
• Proficient in SQL and querying databases using tools like Tableau, Hex, or Zendesk Explore.
• Direct experience in Product Management or Software Development. 
• Experience conducting customer research, competitive analysis, and user interviews to find customer pain points, opportunities and define product requirements.