Workforce Management Analyst

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

Qualifications

• 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

Preferred Qualifications

• 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

Pay

Annual base salary range: $115,000 - $202,000 USD. If based in Figma's San Francisco or New York hub offices, this role has the annual base salary range stated. 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. Figma offers equity to employees, as well a competitive package of additional benefits.

Benefits

• Health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• Learning & development stipend
• Work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles