Workforce & Vendor Manager, Product Support

As a member of our Product Support Operations and Strategy team, the Workforce Capacity and Vendor Manager will play a critical role in scaling our global support operations as we establish and expand our vendor ecosystem. You will own workforce forecasting, capacity planning and staffing strategies across both our internal Full-Time Employee (FTE) teams and Business Process Outsourcing (BPO) partner. In addition, you'll serve as the operational lead for the BPO relationship, driving accountability, performance and alignment to performance expectations. This is a highly cross-functional role, working closely with Product Support leadership, Finance, Analytics and our BPO partner to ensure we're resourced effectively and delivering a consistent, high quality customer experience. You'll bring a mix of analytical rigor, vendor management savvy and operational intuition to help us scale support strategically.

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:

• 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.

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

• 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 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 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.