Manager, Product Support Programs

Summary

Join Figma's growing team and lead a team of Program Managers within the Ops & Strategy team. You will partner in defining and leading strategy for the Product Support organization, developing the long-term roadmap, and driving implementation of Big Rock Initiatives. Lead, coach, and develop a team of seasoned program managers, empowering them to navigate AI-driven change and complex cross-functional programs. Build and implement scalable program management standards, tools, and operating rhythms. Analyze support data and team feedback to identify opportunities for improvement. Partner with leaders across departments to drive alignment, identify risks, and ensure delivery of high-impact programs. This full-time role can be based in a US hub or remotely in the United States.

Requirements

• 3+ years experience in people management, ideally overseeing program or project managers
• A track record of leading complex, multi-stakeholder programs in high-growth, cross-functional environments (preferably in tech or product-led orgs)
• The ability to be a player-coach—leading while rolling up your sleeves to deliver when needed
• Hands-on experience leading or supporting AI and automation projects, as well as an innate curiosity around AI technologies and their impact on operations, support, or program management (e.g., courses, reading, experimenting with tools like ChatGPT or automation platforms)
• Strong familiarity with operating cadences such as quarterly planning, cross-functional reviews, and program governance
• Experience establishing or scaling program management best practices, rituals, and frameworks
• 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

Responsibilities

• Partner in defining and leading strategy for the Product Support organization, collaboratively developing the long-term roadmap and working with stakeholders to drive implementation of our Big Rock Initiatives
• Lead, coach, and develop a team of seasoned program managers—empowering them to navigate AI-driven change and complex cross-functional programs
• Build and implement scalable program management standards, tools, and operating rhythms, with an eye toward enabling more intelligent, automated, and data-informed execution
• Analyze support data, AI model performance, and team feedback to uncover trends and identify opportunities for continuous improvement and smarter support experiences
• Partner with leaders in Product, Engineering, Security, and Product Support to drive alignment, identify risks, and ensure delivery of high-impact programs
• Act as a strategic partner to leadership—improving how we prioritize, resource, and execute against our most important initiatives
• Collaborate on annual and quarterly planning cycles and own roadmap execution, milestone tracking and reporting - with a focus on visibility into AI-driven capabilities and operational constraints
• Ensure visibility and accountability for program outcomes across stakeholders, surfacing trade-offs and dependencies early

Preferred Qualifications

• Hands-on experience leading tooling initiatives—especially in support environments
• Familiarity with Agile, Scrum, or other iterative program delivery methodologies
• Exposure to workforce management, vendor operations, or analytics functions
• Background in high-growth tech or SaaS environments, especially in operational or support-focused roles

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