Operations and Insights Analyst, Figma

• 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

• 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
• 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

• Equity
• Health, Dental, & Vision
• Retirement with company contribution
• Parental leave & fertility support
• Mental health and wellness benefits
• Generous PTO
• Company recharge days
• Learning & development stipend
• Work from home stipend
• Cell phone reimbursement

Total funding: $749.1m

Figma is a web-based design platform that helps cross-functional teams of designers, project managers, and developers easily collaborate on product design projects. Its standout feature, Multiplayer mode, is like Google Docs for design, letting team members collaborate in real-time on project files that are hosted in the cloud.