Technical Operations & Insights Analyst

Figma; United States; Remote; USD 140,000 - 245,000; Full time

Benefits offered by this job

Health, dental, vision

Retirement benefits with company-conb

Parental leave

Mental health benefits

Paid time off

Sick leave and holidays

Equity

Job summary

Figma is seeking a Technical Operations & Insights Analyst to shape where Support invests and how it scales. You will combine hands-on analysis with metric development and cross-functional leadership to improve customer outcomes and operating efficiency.

You will use SQL and Python or R to build models, define cost metrics, and drive decisions with finance partners. Remote work within the United States is supported, with potential hub locations in the US.

Qualifications

• 5+ years in analytics, strategy and operations, or a related analytical role, with a track record of influencing operational decisions
• Strong SQL and hands-on Python or R, working reproducibly with git and peer review, plus practical fluency with AI-assisted tools, including validating their output and owning the result
• Sound statistical and financial judgment: developing metrics, evaluating observational comparisons and uncertainty, and building basic scenarios that clarify costs, benefits, and tradeoffs
• A record of delivering cross-functional work from scope through adoption, including aligning stakeholders with conflicting priorities and challenging assumptions with evidence and respect
• Strong written, verbal, and visual communication, including concise data storytelling for senior leaders and creative approaches to framing complex problems

Responsibilities

• Identify and size opportunities to improve customer outcomes and operating efficiency.
• Turn ambiguous questions into investment recommendations, including when to proceed, test, defer, or stop
• Develop trusted measures, including cost per support interaction.
• Agree definitions, cost allocation, exclusions, and ownership with operational and financial partners
• Use SQL and Python or R to build reproducible analyses, data models, and reporting.
• Use git, peer review, and responsible AI‑assisted workflows to develop, validate, and document the work
• Apply statistical inference to operational decisions, including observational comparisons, uncertainty, and sensitivity analysis.
• Explain the assumptions and limits of the evidence
• Build scenarios that connect costs, benefits, capacity, and customer outcomes
• Partner with Finance to evaluate investment tradeoffs and define how results will be measured
• Lead cross‑functional analytical programs from scope through delivery, adoption, and outcome review
• Establish owners, milestones, dependencies, and decision points with partner teams
• Communicate complex findings through clear writing and purposeful visualizations that make recommendations, tradeoffs, and uncertainty understandable
• Build adoption and sustained use into delivery through documentation, appropriate data‑quality checks, and agreed ongoing ownership

Skills

SQL

Python

R

Git

Data storytelling

Tools

dbt

Snowflake

Hex

Job description

the company is growing our team of passionate creatives and builders on a mission to make design accessible to all. the company’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, the company empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us!

the company helps teams turn ideas into products. Our Customer Operations & Support team helps customers use the company and brings customer needs into operational and product decisions.

As a Technical Operations & Insights Analyst, you will help shape where Support invests and how it scales. Reporting to the Manager of Workforce Management & Data Insights, you will combine hands‑on analysis with metric development and cross‑functional program leadership. You will identify opportunities across channel effectiveness, education, automation, and product improvements; assess their potential; and recommend priorities based on customer outcomes, quality, capacity, and cost. You will lead the work that turns those recommendations into measurable outcomes.

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 the company:

• Identify and size opportunities to improve customer outcomes and operating efficiency. Turn ambiguous questions into investment recommendations, including when to proceed, test, defer, or stop

• Develop trusted measures, including cost per support interaction. Agree definitions, cost allocation, exclusions, and ownership with operational and financial partners

• Use SQL and Python or R to build reproducible analyses, data models, and reporting. Use git, peer review, and responsible AI‑assisted workflows to develop, validate, and document the work

• Apply statistical inference to operational decisions, including observational comparisons, uncertainty, and sensitivity analysis. Explain the assumptions and limits of the evidence

• Build scenarios that connect costs, benefits, capacity, and customer outcomes. Partner with Finance to evaluate investment tradeoffs and define how results will be measured

• Lead cross‑functional analytical programs from scope through delivery, adoption, and outcome review. Establish owners, milestones, dependencies, and decision points with partner teams

• Communicate complex findings through clear writing and purposeful visualizations that make recommendations, tradeoffs, and uncertainty understandable

• Build adoption and sustained use into delivery through documentation, appropriate data‑quality checks, and agreed ongoing ownership

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

• 5+ years in analytics, strategy and operations, or a related analytical role, with a track record of influencing operational decisions

• Strong SQL and hands‑on Python or R, working reproducibly with git and peer review, plus practical fluency with AI‑assisted tools, including validating their output and owning the result

• Sound statistical and financial judgment: developing metrics, evaluating observational comparisons and uncertainty, and building basic scenarios that clarify costs, benefits, and tradeoffs

• A record of delivering cross‑functional work from scope through adoption, including aligning stakeholders with conflicting priorities and challenging assumptions with evidence and respect

• Strong written, verbal, and visual communication, including concise data storytelling for senior leaders and creative approaches to framing complex problems

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

• Customer support, customer experience, service operations, or cost‑to‑serve analytics

• Experience with dbt, Snowflake, Hex, or comparable analytical toolsets

• Experiment design, automation measurement, or evaluation of changes to customer workflows

• Deeper financial modeling, workforce planning, or coaching other analysts

• Experience designing in the company

At the company, 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 experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Pay Transparency Disclosure

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location.

the company offers equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision coverage; retirement benefits with company contributions; parental leave and reproductive or family planning support; mental health and wellness benefits; and paid time off. the company provides paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws, including the requirements of the Washington Minimum Wage Act and related regulations. Exempt employees are eligible for employer‑provided paid flexible PTO in addition to flexible paid sick leave. PTO is subject to manager approval. Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts. the company also offers sales incentive compensation for most sales roles and an annual bonus plan for eligible non‑sales roles. All compensation and benefits are subject to applicable plan terms and may be modified by the company at any time, consistent with applicable law.

Annual Base Salary Range:

$140,000—$245,000 USD

At the company we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. the company is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to [e-mail]. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.

Examples of accommodations include but are not limited to:

• Holding int