Workforce Management Analyst

Figma•San Francisco, NY

1d•Hybrid

About The Position

Figma is growing its team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! 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.

Requirements

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.

Nice To Haves

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

Responsibilities

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