Workforce & Vendor Manager

Summary

Join Figma's Product Support Operations and Strategy team as a Workforce Capacity and Vendor Manager to play a critical role in scaling our global support operations. You will own workforce forecasting, capacity planning, and staffing strategies across internal FTE teams and BPO partners. Serve as the operational lead for the BPO relationship, driving accountability and performance. This highly cross-functional role requires close collaboration with various teams to ensure effective resourcing and high-quality customer experience. You will leverage analytical rigor, vendor management expertise, and operational intuition to strategically scale support. This full-time role can be based in a US hub or remotely within the United States.

Requirements

• 3+ years in workforce management, vendor management, or a related operations role, preferably within a customer support environment
• Direct experience in workforce management and capacity planning, with hands-on ability to build and maintain staffing models using SQL and Python
• 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

Responsibilities

• 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
• 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)
• 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

Preferred Qualifications

• Experience working with Business Process Outsourcing (BPO) providers in a customer support context
• 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

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