Operations and Insights Analyst, Product Support
Operations and Insights Analyst, Product Support
This job is no longer open
As a member of our Product Support Operations and Strategy team, the Operations and Insights Analyst will help us to use data to refine our Product Support experience. You will build dashboards and optimize reporting to ensure our leadership team has a clear pulse on the business, helping the team realize opportunities, build upon our strengths, and optimize our operations. As a problem solver, you will dig into data to find root causes, identify trends, uncover blind spots, and help to answer questions about the customer and employee experience. You will present data to the team in a manner that is effective, tangible, and tells a clear story.
What you’ll do at Figma:
- Delivering impactful analysis to help improve overall team performance, customer experience, and identify trends and opportunities for process improvements
- Building team performance dashboards and comprehensive scorecards to provide transparent reporting and insight into the health of our business to enable our team to quickly capture customer, product, and team performance insights
- Building and maintaining workforce planning models to forecast staffing needs, monitor performance metrics, and identifying/enforcing these opportunities for improvement
- Present and communicate data-backed recommendations to leadership and our internal partners to drive Product Support initiatives and help facilitate the decision-making process
- Monitoring and Evaluating the impact of process changes and initiatives, providing ongoing feedback and suggesting refinements
- Collaborating with our data science and engineering teams to build, document, and manage our Product Support data structure
We'd love to hear from you if you have:
- Experience supporting a technical SaaS company in a senior analyst capacity
- Familiarity with SQL and querying databases using tools like Tableau, Mode, Looker, or Zendesk Explore (we use Mode and Explore)
- Solid understanding of statistical analysis and data modeling techniques
- A passion for using data and analytics to answer questions and support decisions
- Excellent verbal and written communication skills, including the ability to present technical findings to non-technical stakeholders in a clear and concise manner
- Deep technical capability and understanding of product support strategies
- Excellent decision quality and creative problem solving skills
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.
Read more about our team
- Investing in Figma: The Decade of Design
- How work is changing at Figma
- Figma's next product is a multiplayer whiteboard called FigJam
- Software Design Startup Figma Is Now Worth $10 Billion
This job is no longer open