Workforce & Vendor Manager, Product Support

Figma; New York (NY); Remote; USD 112,000 - 238,000; Full time

Job summary

An innovative company is seeking a Workforce and Vendor Manager to enhance support experiences. This pivotal role involves managing BPO relationships, optimizing workforce planning, and driving continuous improvement. You will collaborate with internal teams to analyze data and develop capacity models, ensuring efficient support operations. Join a dynamic team that values growth and diversity, where your contributions will have a significant impact on the company's success. If you're passionate about operational excellence and eager to make a difference, this opportunity is perfect for you.

Qualifications

• 3-5 years of experience in workforce and vendor management.
• Strong analytical skills with data-driven recommendations.

Responsibilities

• Manage relationships with BPO providers and optimize support operations.
• Develop workforce capacity models and forecast staffing needs.

Skills

workforce management

vendor management

analytical skills

problem-solving

data analysis

communication skills

Education

Bachelor's degree

Tools

Looker

Hex

SQL

WFM software (Assembled)

Job description

Figma is growing our team of passionate people on a mission to make design accessible to all. Born on the Web, Figma helps entire product teams brainstorm, design and build better products — from start to finish. Whether it’s consolidating tools, simplifying workflows, or collaborating across teams and time zones, Figma makes the design process faster, more efficient, and fun while keeping everyone on the same page. From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

As a member of our Product Support Operations and Strategy team, the Workforce and Vendor Manager will be pivotal in designing and building exceptional support experiences as we establish and expand our vendor ecosystem. You will operationally manage the relationship with our Business Process Outsourcing (BPO) provider, determine capacity needs for both our BPO and our internal Full-Time Employee (FTE) teams, and drive continuous improvement in our workforce planning and vendor performance. You will work closely with internal stakeholders and our BPO partner to optimize our support operations at scale.

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:

• Act as the main point of contact for the BPO provider, fostering a collaborative relationship, developing and managing the operational framework to meet service levels and performance targets.
• Conduct regular business reviews with the BPO, analyzing performance data, identifying improvement areas, and presenting clear, actionable insights (including occasional vendor site visits).
• Partner with Product Support leadership to forecast short and long-term capacity needs for both BPO and FTE teams, considering support volume, service level objectives, and strategic initiatives.
• Develop and maintain workforce capacity models to predict staffing requirements, analyze volume trends and agent productivity, and use data to optimize resource allocation.
• Collaborate with internal teams to assess the impact of new product features on support volume and identify opportunities to optimize support operations through effective vendor management and capacity planning.

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

• 3-5 years of experience in workforce management, vendor management, or a related operations role, preferably within a customer support environment.
• Experience developing and maintaining workforce capacity models and forecasting methodologies.
• Proven experience in operationally managing external vendors, including defining performance metrics and conducting business reviews.
• Strong analytical and problem-solving skills with the ability to analyze data to identify trends, draw insights, and make data-driven recommendations for capacity planning and vendor performance management. Proficiency in data analysis tools like Looker or Hex.
• Excellent communication and presentation skills, with the ability to present findings clearly and concisely to both technical and non-technical audiences.

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

• Experience working with Business Process Outsourcing (BPO) providers in a customer support context.
• Experience with SQL.
• Experience with WFM software (We use Assembled).
• Experience in a high-growth tech environment.
• Familiarity with AI applications in support and their impact on capacity planning.

At Figma, 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

If based in Figma’s San Francisco or New York hub offices, this role has the annual base salary range stated below.

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 listed range is a guideline, and the range for this role may be modified. For roles that are available to be filled remotely, the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.

Annual Base Salary Range (SF/NY Hub):

$112,000 - $238,000 USD

At Figma 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. Figma 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.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma's Privacy Policy.

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