Workforce & Vendor Manager – Product Support
| Company | Figma |
|---|---|
| Location | San Francisco, CA, USA, Remote in USA, New York, NY, USA |
| Salary | $112000 – $238000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level |
Requirements
- 3-5 years of experience in workforce management, vendor management, or a related operations role, preferably within a customer support environment.
- Experience developing and maintaining workforce capacity models and forecasting methodologies.
- Proven experience in operationally managing external vendors, including defining performance metrics and conducting business reviews.
- Strong analytical and problem solving skills with the ability to analyze data to identify trends, draw insights, and make data-driven recommendations for capacity planning and vendor performance management. Proficiency in data analysis tools like Looker or Hex
- Excellent communication and presentation skills, with the ability to present findings clearly and concisely to both technical and non-technical audiences.
Responsibilities
- Act as the main point of contact for the BPO provider, fostering a collaborative relationship, developing and managing the operational framework to meet service levels and performance targets.
- Conduct regular business reviews with the BPO, analyzing performance data, identifying improvement areas, and presenting clear, actionable insights (including occasional vendor site visits).
- Partner with Product Support leadership to forecast short and long-term capacity needs for both BPO and FTE teams, considering support volume, service level objectives, and strategic initiatives.
- Develop and maintain workforce capacity models to predict staffing requirements, analyze volume trends and agent productivity, and use data to optimize resource allocation.
- Collaborate with internal teams to assess the impact of new product features on support volume and identify opportunities to optimize support operations through effective vendor management and capacity planning.
Preferred Qualifications
- Experience working with Business Process Outsourcing (BPO) providers in a customer support context.
- Experience with SQL.
- Experience with WFM software (We use Assembled).
- Experience in a high-growth tech environment.
- Familiarity with AI applications in support and their impact on capacity planning.