Operations Program Manager, Product Support
Description
As a member of the Product Support Operations and Strategy team, you will be responsible for successfully driving a diverse portfolio of high-impact Product Support programs spanning several functions. Our team identifies, creates and drives strategically important and innovative solutions needed to power our Product Support Organization. This role will be key in helping us solve some of the most exciting problems, unlocking new opportunities and creating an environment where our teams and customers can do their best work.
We are looking for an experienced Program Manager who is passionate about strategic problem solving, uses technology to continuously improve the customer and employee experience and communicates successfully with both technical and non-technical audiences.
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:
Ensure successful project planning, implementation and successful delivery of key programs. This includes defining milestones and success criteria, aligning dependencies, gathering requirements, assessing and calling out risks, tracking progress and managing change through the project lifecycle.
Develop resilient partnerships with cross-functional teams, including different Product Support functions, Engineering, Product, Research, Sales, Marketing, Business Operations, Security, among others.
Contribute and influence Product Support tooling and infrastructure strategy and roadmap, proactively identify problems, facilitate prioritization, and help us quantify impact and success metrics of our tech stack in relation to Product Support goals.
Ensure Support readiness for new product launches and drive coordination between functions while balancing the needs of our customers and the business.
Create and present complex technical and business messaging to various audiences across levels. You’ll also model and facilitate efficient communication between internal partners, driving alignment and facilitating decision making.
Understand business priorities and continuously unlocking new opportunities to improve the customer and employee experience.
Some projects you could work on:
Lead high-visibility initiatives to drive customer contact reduction, self-solve and contact deflection at scale using the latest technologies (Examples: Leveraging Help Center, Community Forum, chatbot to deflect customer contacts).
Implement new customer service channels at a regional and global level (livechat, messaging, phone, etc).
Implement internal management systems to enable our teams to provide the best experience to our customers, including Learning Management Systems, Workforce Management Systems, Quality Management Systems, etc.
Working with Product, Engineering, Business Operations and Marketing to coordinate major product launches and ensure Product Support readiness.
We'd love to hear from you if you have:
6+ years in project or program management roles managing projects from initiation to launch - preferably with customer or product support operations teams.
Proven track record of delivering business value using technology solutions, including tooling, systems and platforms implementations.
Exceptional communication and storytelling skills with ability to influence both technical and non-technical audiences across all levels.
Experience leading large changes across teams.
Strong bias to action, self-motivation and curiosity, with desire to learn and deliver high quality results in the constantly evolving growth and excitement of a start-up culture.
Business acumen and an understanding of Support operations and processes.
Hands-on experience with Product or Engineering teams or supporting Product launches.
Passion for continuously improving the customer experience and delivering customer-centric solutions through structured problem solving and nimble learning.
The ability to use data to support decision making.
Strong cross-functional collaboration and experience working with diverse teams including Operations, Product, Engineering, Security, Data, among others.
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.
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