[Hiring] Technical Operations & Insights Analyst @Figma

Role Description

As a Technical Operations & Insights Analyst, you will help shape where Support invests and how it scales. Reporting to the Manager of Workforce Management & Data Insights, you will combine hands-on analysis with metric development and cross-functional program leadership. You will identify opportunities across channel effectiveness, education, automation, and product improvements; assess their potential; and recommend priorities based on customer outcomes, quality, capacity, and cost. You will lead the work that turns those recommendations into measurable outcomes.

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:

• Identify and size opportunities to improve customer outcomes and operating efficiency.
• Turn ambiguous questions into investment recommendations, including when to proceed, test, defer, or stop.
• Develop trusted measures, including cost per support interaction.
• Agree definitions, cost allocation, exclusions, and ownership with operational and financial partners.
• Use SQL and Python or R to build reproducible analyses, data models, and reporting.
• Use git, peer review, and responsible AI-assisted workflows to develop, validate, and document the work.
• Apply statistical inference to operational decisions, including observational comparisons, uncertainty, and sensitivity analysis.
• Explain the assumptions and limits of the evidence.
• Build scenarios that connect costs, benefits, capacity, and customer outcomes.
• Partner with Finance to evaluate investment tradeoffs and define how results will be measured.
• Lead cross-functional analytical programs from scope through delivery, adoption, and outcome review.
• Establish owners, milestones, dependencies, and decision points with partner teams.
• Communicate complex findings through clear writing and purposeful visualizations that make recommendations, tradeoffs, and uncertainty understandable.
• Build adoption and sustained use into delivery through documentation, appropriate data-quality checks, and agreed ongoing ownership.

Qualifications

• 5+ years in analytics, strategy and operations, or a related analytical role, with a track record of influencing operational decisions.
• Strong SQL and hands-on Python or R, working reproducibly with git and peer review, plus practical fluency with AI-assisted tools, including validating their output and owning the result.
• Sound statistical and financial judgment: developing metrics, evaluating observational comparisons and uncertainty, and building basic scenarios that clarify costs, benefits, and tradeoffs.
• A record of delivering cross-functional work from scope through adoption, including aligning stakeholders with conflicting priorities and challenging assumptions with evidence and respect.
• Strong written, verbal, and visual communication, including concise data storytelling for senior leaders and creative approaches to framing complex problems.

Requirements

• While it’s not required, it’s an added plus if you also have:
• Customer support, customer experience, service operations, or cost-to-serve analytics.
• Experience with dbt, Snowflake, Hex, or comparable analytical toolsets.
• Experiment design, automation measurement, or evaluation of changes to customer workflows.
• Deeper financial modeling, workforce planning, or coaching other analysts.
• Experience designing in Figma.

Benefits

• Figma offers equity to employees, as well as a competitive package of additional benefits, including:
• Health, dental, and vision coverage.
• Retirement benefits with company contributions.
• Parental leave and reproductive or family planning support.
• Mental health and wellness benefits.
• Paid time off, including paid sick leave, holidays, and other leave benefits.
• Employer-provided paid flexible PTO in addition to flexible paid sick leave.
• Additional benefits may include company recharge days, cell phone and home internet reimbursements, and a number of lifestyle spending accounts.
• Sales incentive compensation for most sales roles and an annual bonus plan for eligible non-sales roles.