Experience Enablement & Development Lead

FIGS•Santa Monica, CA

5h•$70,000 - $80,000•Hybrid

About The Position

At FIGS, we serve those who serve others. In Experience Enablement, we serve those who serve our HCPs. This role was created to support experience from both sides, our internal experience and that of our HCPs. In this role, you'll run the day-to-day of quality, training, and process improvement for our CX team, turning strategy into tools, standards, and habits – shaping how that strategy evolves by bringing forward what you're seeing on the ground. If you are obsessed with creating exceptional customer experiences, want to build something real, run it with care, and speak up when you see a better way, this role is for you.

Requirements

3-5 years in a contact center, ecommerce, retail or similarly customer-facing environment, understanding firsthand what great customer experience requires day to day.
3-5 years in training, quality, education or CX program roles, ideally touching more than one.
Comfort building training from scratch and facilitating it live.
An enablement instinct, when the numbers dip, you look for what's missing, more information, more training, a knowledge base fix, or one less step in the process.
The ability to run your own program day to day and know when to bring something up the chain.
Confidence in a room, cross-functional partners should walk away trusting you know your stuff.
Excellent verbal and written communication skills, and extremely process oriented
Thrives in a fast-paced, always-evolving environment, some weekends and holidays included.

Nice To Haves

Bachelor's degree in a related field preferred.

Responsibilities

Operate and maintain our QA intelligence platform, keeping scoring models, rubrics, and calibration settings current as our standards evolve.
Run regular calibration sessions with internal and BPO teams so everyone is grading, and coaching, from the same standard.
Translate what the platform surfaces into clear, actionable feedback, and into training content, closing the loop from what's happening in an interaction to what shows up in a deck, simulation, knowledge article or coaching conversation.
Design and build training curriculum for agents and team leads, directly informed by quality and CSAT data, and partner with BPO trainers to bring it to life across outsourced teams.
Measure what's working using performance data, quality trends, and learner feedback.
Support corrective action plans when quality or CSAT dips below target, working alongside team leads on next steps.
Monitor real-time QA dashboards so customer-impacting issues get caught before they compound.
Surface workflow gaps and friction points as they come up in the course of your work, and support improvements that make processes cleaner across the org.
Reinforce onboarding and operational standards across in-house and BPO teams, so everyone is working from the same playbook.
Roll out new training and quality initiatives, embedding each one into onboarding and standard operating procedure as they come online.
Build and maintain SOPs and process docs that reflect how work gets done, and keep them current as things change.
Spot automation opportunities in quality and training in existing tools and workflows, track process and automation projects from idea to impact.
Work closely with the Insights & Communications Lead to keep quality, training, and process findings connected to the bigger insight picture.
Partner with CX Operations, Automation, Workforce Management, and BPO leadership to keep your work tied to what the business needs and the impact it's driving.
Bring data and a clear point of view to cross-functional conversations about quality, training, or process work.
Help teams adopt new tools, standards, or processes as they roll out, adoption is the finish line, not the announcement.

Benefits

Premium medical, dental and vision coverage
Full access to wellness services through Breethe and Classpass
100% FIGS-sponsored life insurance and disability insurance
401(k) program with a company match up to the first 6% of your contribution
Flexible vacation for salaried team members
Up to 3 weeks of accrued vacation for hourly team members
Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
FIGS sponsored Uber Eats voucher for in-office weeks
Personalized discount code for 50% off all FIGS products
Separate code to share with family and friends to enjoy a 25% discount site-wide
Access to FIGS Vet
Discounted Pet Daycare
Discounted Pet Insurance