Workforce & Vendor Manager - Product Support

As a member of our Product Support Operations and Strategy team, the Workforce and Vendor Manager will be pivotal in designing and building exceptional support experiences as we establish and expand our vendor ecosystem. You will operationally manage the relationship with our Business Process Outsourcing (BPO) provider, determine capacity needs for both our BPO and our internal Full-Time Employee (FTE) teams, and drive continuous improvement in our workforce planning and vendor performance. You will work closely with internal stakeholders and our BPO partner to optimize our support operations at scale.

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:

• 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).

• 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.

• 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:

• 3-5 years of experience in workforce management, vendor management, or a related operations role, preferably within a customer support environment.

• Experience developing and maintaining workforce capacity models and forecasting methodologies.

• 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.

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 SQL.

• 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.