Workforce Management Analyst

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’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, Figma 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! As a member of our Product Support team, the Workforce Management Analyst will help keep our support operations running day to day. Reporting to our Insights & WFM Manager, you'll own our workforce capacity models, field ad-hoc planning requests across our BPO partner and internal FTE teams, and surface data-driven recommendations that keep vendor performance and customer experience on track. This is a hands-on, SQL-forward role - you'll build your own reports, run your own queries, and translate the numbers into clear action for Product Support leadership. 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: - Maintain and run our workforce capacity models day to day, keeping them accurate and ready for both routine and ad-hoc capacity planning requests across BPO and FTE teams - Build and run your own reports and SQL queries to analyze support volume trends, agent productivity, and vendor performance—surfacing clear, data-informed recommendations with minimal oversight - Support the operational management of our BPO partner relationship, including tracking performance metrics, helping run regular business reviews, and prepping the supporting materials and analysis - Partner with Product Support leadership on short-term capacity needs, including building addenda for events like new product launches and modeling tradeoffs between FTE headcount and BPO scope - Help diagnose inefficiencies and improve attainment on key metrics such as SLA and AHT across internal and external support teams - Help extend operational workforce management practices to additional teams within Product Support We'd love to hear from you if you have: - 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally within customer support organizations. - Strong understanding of customer support operations, including workforce capacity planning, forecasting, and operational best practices. - Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives. - Advanced analytical skills with the ability to identify trends, generate insights, and make data-driven recommendations using SQL and data visualization tools such as Hex or Looker (Python experience a plus). - Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences. While it’s not required, it’s an added plus if you also have: - Experience with WFM software (we use Assembled) - Experience developing workforce capacity models and forecasting methodologies from scratch - Familiarity with AI applications in support and their impact on capacity planning - Experience working in a high-growth tech environment 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. Figma offers equity to employees, as well a competitive package of additional benefits, including 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, and cell phone reimbursement. Figma also offers sales incentive pay for m

2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally within customer support organizations. Strong understanding of customer support operations, including workforce capacity planning, forecasting, and operational best practices. Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives. Advanced analytical skills with the ability to identify trends, generate insights, and make data-driven recommendations using SQL and data visualization tools such as Hex or Looker (Python experience a plus). Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences. (Nice to have) Experience with WFM software (Assembled), experience developing workforce capacity models and forecasting methodologies from scratch, familiarity with AI applications in support and their impact on capacity planning, experience in a high-growth tech environment.