Own workforce capacity models and run SQL-driven analytics to optimize BPO and internal support operations. Partner with leadership on planning, performance tracking, and data-informed recommendations.
115k – 202k
Remote2+ YOEBusiness Operations
About the role
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
Requirements
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-haves
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
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