Workforce Management Analyst

As a member of our Product Support team, the Workforce Management Analyst will help keep our support operations running day to day. Reporting to our Insights & WFM Manager, you'll own our workforce capacity models, field ad-hoc planning requests across our BPO partner and internal FTE teams, and surface data-driven recommendations that keep vendor performance and customer experience on track. This is a hands-on, SQL-forward role - you'll build your own reports, run your own queries, and translate the numbers into clear action for Product Support leadership.

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:

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

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

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.

While it’s not required, it’s an added plus if you also have:

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

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.

Pay Transparency Disclosure

Job level and actual compensation will be decided based on factors including, but not limited to, individual qualifications objectively assessed during the interview process (including skills and prior relevant experience, potential impact, and scope of role), market demands, and specific work location.

Figma offers equity to employees, as well as a competitive package of additional benefits, including health, dental, and vision coverage; retirement benefits with company contributions; parental leave and reproductive or family planning support; mental health and wellness benefits; and paid time off. Figma provides paid sick leave, holidays, and other leave benefits in compliance with applicable federal, state, and local laws, including the requirements of the Washington Minimum Wage Act and related regulations. Exempt employees are eligible for employer‑provided paid flexible PTO in addition to flexible paid sick leave. PTO is subject to manager approval. Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts. Figma also offers sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles. All compensation and benefits are subject to applicable plan terms and may be modified by Figma at any time, consistent with applicable law.

Annual Base Salary Range:

$115,000—$202,000 USD