As a member of our Product Support 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 to realize opportunities and build upon our strengths. 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.

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:

• Provide succinct and impactful analysis to help improve overall team performance and the customer experience
• Collaborate with our data science teams to build, document and manage our Product Support data structure
• Present and communicate data backed recommendations to leadership and our internal partners to drive Product Support initiatives and help facilitate decision making processes
• Regularly and proactively identify customer, product, and team workflow trends – summarize findings and recommend solutions
• Build 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 insights
• Manage and ensure ongoing data quality and reporting accuracy by conducting regular review cycles
• Build and maintain centralized repositories of vetted dashboards and business glossaries
• Connect with our cross functional partners to understand needs and build targeted reporting