Manager, AI, Infrastructure, Tooling

Summary

Join Figma's Product Support Operations and Strategy team as the Manager, AI, Infrastructure, and Tooling! This full-time role, based in a US hub or remotely, focuses on leveraging technology to enhance Product Support. You will define and lead the tooling and automation strategy, analyze support data to identify improvement opportunities, deliver performance reports, and lead cross-functional initiatives. The role involves managing a team of Business System Analysts and Automation and AI Specialists and requires expertise in AI and automation solutions for Product Support. Figma offers a competitive compensation and benefits package.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• A learning & development stipend
• A work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles