Full-Time

Director – Product Support Operations and Strategy

Confirmed live in the last 24 hours

Figma

Figma

1,001-5,000 employees

Web-based platform for collaborative design

Consumer Software
Design

Compensation Overview

$228k - $308kAnnually

+ Equity

Senior, Expert

Remote in USA

Remote work is available, but candidates must be based in the United States.

Category
Customer Experience
Customer Support
Customer Success & Support
Required Skills
Data Analysis

You match the following Figma's candidate preferences

Employers are more likely to interview you if you match these preferences:

Degree
Experience
Requirements
  • 10+ years of experience in a support operations environment and 5+ years in a leadership position, preferably for a technical SaaS product
  • Expertise in scaling operations functions in a high-growth and dynamic environment
  • Strong communication skills with the ability to turn sophisticated ideas into easily understood concepts
  • A data-driven and analytical approach with expertise in defining strategic goals, delivering results, and communicating insights to all layers of leadership
  • Experience in both building initiatives from the ground up and optimizing existing programs
  • Commitment to consistently enhancing the customer and employee experience
  • Experience streamlining processes and fostering effective collaboration across teams
  • Experience launching or running BPO vendors
Responsibilities
  • Continue to build out our Program Management, Product Operations, Workforce Management, Data Insights, Tooling and Technology functions – including, but not limited to program and service delivery, KPIs, reporting, and forecasting
  • Work in partnership with Product Support leadership to refine our channel and segmentation strategies, as well as KPIs and success measurements for Direct Support, Scalable Support, and our Learning and Performance teams
  • Develop and maintain global Product Support dashboards that report on the health of our business to surface actionable trends and insights to our internal teams and cross-functional partners
  • Drive continuous improvements that are focused on improving efficiency and quality with our service strategy, including launching AI and BPO solutions
  • Drive enhancements to our Product Support tech stack aimed at improving the customer journey
  • Iterate on our forecast and capacity model to manage our workforce, and ensure we are resourced appropriately and available to meet our customers’ needs
  • Build relationships with cross-functional partners, such as product and engineering, to create deeper alignment with pivotal initiatives and company roadmap
  • Coach and mentor team members, focusing on skill building, career growth, and leadership development
Desired Qualifications
  • Advanced experience with SQL and querying databases using tools like Tableau, Looker, or Zendesk Explore (we use Hex and Mode)

Figma provides a web-based platform designed for collaborative interface design, allowing multiple users to work on the same project in real-time from different locations. This platform is particularly useful for UI (User Interface) and UX (User Experience) designers, as well as graphic designers, facilitating tasks such as prototyping, wireframing, and brainstorming. Figma serves a diverse clientele, ranging from freelance designers to large corporations, and is especially favored by tech companies and creative agencies. The company operates on a subscription-based model, offering a freemium option with basic features for free and advanced functionalities through paid plans. Additionally, Figma generates revenue from enterprise solutions that provide enhanced features for larger organizations. By continuously improving its platform and integrating with other design tools, Figma aims to be a central hub for design activities, making design accessible and efficient for all users.

Company Stage

Series F

Total Funding

$728.6M

Headquarters

San Francisco, California

Founded

2012

Growth & Insights
Headcount

6 month growth

-31%

1 year growth

7%

2 year growth

14%
Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for remote collaboration tools boosts Figma's user base and revenue.
  • Figma AI attracts users seeking innovative generative AI design solutions.
  • The rise of low-code platforms aligns with Figma's mission, expanding market reach.

What critics are saying

  • Legal challenges, like the lawsuit against Motiff, could harm Figma financially and reputationally.
  • Figma AI may face scrutiny over data privacy, affecting user trust.
  • Discomfort with UI 3.0 update could lead to user dissatisfaction and loss.

What makes Figma unique

  • Figma offers real-time collaboration, enabling simultaneous design work across locations.
  • The platform integrates with development tools, enhancing appeal to designers and developers.
  • Figma's freemium model attracts a wide range of users, from freelancers to enterprises.

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Benefits

Competitive salary & equity

Retirement with company contribution

Mental health and wellness benefits

Company recharge days

Work from home stipend

Health, Dental, & Vision

Parental leave & fertility support

Generous PTO

Learning & development stipend

Cell phone reimbursement