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