As an Operations Program Manager for the Product Support Operations and Strategy team, you will play a pivotal role in leading strategically important programs spanning several functions. You will be responsible for delivering technical and operational improvements that support organizational objectives and improve the customer experience. Your expertise will be pivotal in driving alignment between Engineering, Product and Operational teams, ensuring stakeholders are aligned in roadmaps, expectations, goals and project timelines.

Our team is solving some of the most exciting challenges, unlocking new opportunities and creating an environment where our teams and customers can do their best work. We are looking for a Program Manager with experience driving programs of technical and operational scope, managing change across cross-functional teams, and with strong influencing and communication skills for 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:

• Manage the full lifecycle of high impact programs, from initiation and planning to delivery and closure, including both technical and operational scope. You’ll ensure these programs are delivered successfully and on time, playing a leading role in defining and managing milestones, success criteria, dependencies, technical requirements, and change management strategies across teams.
• Play a key hands-on role in defining our Product Support Tooling strategy, ensure alignment, facilitate prioritization, and define success metrics of our tech stack in relation to organizational goals.
• Help improve cohesiveness between Product Support and technical teams like Engineering and Product, by developing clear project plans and implementation models, transforming project inputs and requirements into impactful results, and balancing business needs versus technical constraints.
• Lead improvements of Product Support internal processes and systems, leveraging tooling solutions to drive operational efficiency and improve the customer experience. Develop clear technical and business requirements for our internal engineering teams to align on and implement.
• Manage the implementation of new technologies, including developing strong business cases,, evaluating potential solutions from external vendors, building and responding to RFPs, and facilitating decision making through alignment across decision makers and critical stakeholders.
• Lead and facilitate effective communication between orgs, functions and teams, by building strong partnerships, moving between communication styles, developing clear and transparent communication related to programs and business processes, and translating highly technical and non-technical requirements into business actions (and vice versa).
• Help shape strategy and implementation for our BPO (outsourced vendors) readiness plan.
• Influence our organizational roadmap and priorities. Help us reimagine the customer and employe experience by proactively identifying opportunities to improve the employee and customer experience, proposing innovative solutions and building experimentation plans.