Director – Learning and Performance
Product Support
Updated on 2/13/2024
Figma

1,001-5,000 employees

Web-based collaborative platform for product design
Company Overview
Figma stands out as an exemplary workplace due to its commitment to fostering a collaborative culture, its unique competitive advantage in consolidating design tools and workflows, and its industry leadership in web-based design platforms. The company's technical innovation is evident in products like FigJam, an online whiteboard that enhances team collaboration, demonstrating their dedication to improving efficiency and communication in product development. Figma's ability to simplify complex processes and facilitate teamwork across different time zones positions it as a leader in the design industry, making it an exciting and rewarding place to work.

Company Stage

N/A

Total Funding

$333.4M

Founded

2012

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

2%

1 year growth

9%

2 year growth

74%
Locations
Seattle, WA, USA • San Francisco, CA, USA • Remote in USA • New York, NY...
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Agile
iOS/Swift
CategoriesNew
UI/UX & Design
Requirements
  • 10+ years of work experience with 4+ years experience leading high-performing learning teams
  • 2+ years of experience as a second-line manager across different functional areas
  • Experience scaling learning functions in hyper-growth environments
  • Experience implementing tooling such as: LMS, KMS, QMS
  • Experience developing KPIs, with an eye towards continuously improving employee experience
Responsibilities
  • Craft and communicate a clear vision for the Learning and Performance function on Product Support
  • Empower internal teams to achieve success with their goals by ensuring they have the training and resources for a consistently stellar customer experience
  • Develop inclusive and quality training programs, including instructor-led training, self-guided tutorials, and blended learning approaches
  • Provide agile solutions to respond to the rapidly evolving learning and performance needs of the business
  • Design a robust maintenance and continuous improvement strategy to ensure internal content is relevant and consistently meets the evolving needs of the team
  • Partner with Product and Engineering to ensure internal teams are prepared to effectively support new product and feature launches
  • Collaborate with internal teams to deliver a cohesive feature and product training strategy
  • Coach and develop the functional leaders of Learning and Content, Resolutions, and Quality Assurance with a focus on skill building and career development
  • Partner with Support Operations to refine the Learning and Performance tooling stack to enhance performance and drive efficiency across the Product Support landscape
  • Define, implement, and report on key performance metrics for Learning and Performance, surfacing meaningful insights to our broader Product Support organization and cross-functional partners
  • Advocate for quality improvements in product and operational processes through effective storytelling backed by qualitative and quantitative data
  • Partner with the People team to enhance the career development framework for the Product Support functions
  • Ensure the Resolutions team is equipped to handle critical escalations, providing swift customer responses and keeping internal teams up to speed on progress and issue resolution
Desired Qualifications
  • Experience operating in a fast-paced, rapidly changing environment, preferably supporting a SaaS product
  • Familiarity with design processes and tools
  • Demonstrated ability to distill complex ideas into easily understood concepts
  • A desire and steadfast approach to continuously improving the customer and employee experience
  • Experience using data to help drive change and elevate performance