Director, Product Support Operations and Strategy
September 10
🏢 In-office - Manhattan
Description
• Build out Program Management, Product Operations, Workforce Management, Data Insights, Tooling and Technology functions • Refine channel and segmentation strategies in partnership with Product Support leadership • Develop and maintain global Product Support dashboards • Drive continuous improvements focused on efficiency and quality • Enhance Product Support tech stack to improve customer journey • Iterate on forecast and capacity model to manage workforce • Build relationships with cross-functional partners • Coach and mentor team members
Requirements
• 10+ years of experience in a support operations environment • 5+ years in a leadership position, preferably for a technical SaaS product • Expertise in scaling operations functions in a high-growth and dynamic environment • Strong communication skills with the ability to turn sophisticated ideas into easily understood concepts • A data-driven and analytical approach with expertise in defining strategic goals • Experience in both building initiatives from the ground up and optimizing existing programs • Commitment to consistently enhancing the customer and employee experience • Experience streamlining processes and fostering effective collaboration across teams • Experience launching or running BPO vendors
Benefits
• Figma offers equity to employees • Competitive package of additional 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
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