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Manager of Learning and Performance, Product Support

Figma

This is a Full-time position in New York, NY posted November 19, 2021.

Figma is growing our team of passionate people on a mission to make design accessible to all.

Born on the Web, Figma helps entire product teams brainstorm, create, test, and ship better designs, together.

From great products to long-lasting companies, we believe that nothing great is made alone—come make with us!

As a member of our Product Support Team, you will have the exciting opportunity to build out our Learning and Performance team, strategy, and roadmap.

In this role, you will partner cross functionally with key partners such as Sales, Product, and Engineering leadership to help build a training and quality center of excellence that is focused on delivering an exceptional employee and customer experience.

We are looking for a seasoned Learning and Performance Support leader to join our team who is passionate about creating a culture where ongoing growth and development thrive.

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:

  • Lead the Learning and Performance team for Product Support, building out our learning, quality, and customer resolution functions
  • Craft and implement training and quality initiatives to improve satisfaction and productivity, targeting key performance indicators such as CSAT, handle time, and speed to resolution
  • Create inclusive and scalable training programs that use industry best practices and adult learning theories to enhance the customer experience, foster employee engagement, and elevate the level of product knowledge across the team
  • Leverage data and conduct needs assessments to drive improvements with our new hire and ongoing training programs, support processes, and knowledge base content
  • Collaborate with cross-functional partners to ensure Product Support is up-to-date and knowledgeable on product and feature launches
  • Develop team and individual metrics to evaluate the effectiveness and success of training and performance programs
  • Identify, recommend, and implement tooling to help improve process, efficiency and the adoption of training and quality programs
  • Coach and mentor team members with a focus on skill building and career development
  • Partner with Product Support Leadership and the People team to define and implement career growth and pathing opportunities for our Learning and Performance teams

 

We’d love to hear from you if you have:

At Figma, one of our values is Grow as you go.

We believe in hiring smart, curious people who are excited to learn and develop their skills.

If you’re excited about this role but your past experience doesn’t align perfectly with the points outlined in the job description, we encourage you to apply anyways.

You may be just the right candidate for this or other roles.

  • Experience building and leading learning and quality teams in a rapidly scaling organization, preferably supporting a SaaS product
  • Developed instructional and curriculum design for remote and hybrid work environments with an in-depth understanding of virtual-based learning and coaching methodologies
  • Strong written communication skills, with the ability to turn complex ideas into easily understood concepts
  • Experience and expertise with Learning Management Systems and Project Management
  • Exceptional coaching skills and a desire to empower others to do their best work
  • A deep understanding of people leadership with a strong passion for building effective teams and developing talent
  • A desire and steadfast approach to continuously improve the customer and employee experience by using various learning methodologies
  • An analytical mindset and experience using data to help drive change and elevate performance

 

 

Read more about our team

Investing in Figma: The Decade of Design

How work is changing at Figma

Figma’s next product is a multiplayer whiteboard called FigJam

Software Design Startup Figma Is Now Worth $10 Billion

We will work to ensure individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Please let your recruiter know if you require accommodation.

About Figma

Dylan Field and Evan Wallace co-founded Figma in 2012 with the vision of building tools for designers in the browser.

Their goal was to create the first design tool that combined the accessibility of the Web with the functionality of a native app.

Today Figma is a platform with tools and spaces to support the entire product development process—idea to design to build—and has simplified collaboration for companies like Microsoft, Uber, and The New York Times to name a few. 

At Figma, we celebrate and support our differences.

We know employing a team rich in diverse backgrounds, experiences, and opinions allows our employees, products, and community to flourish.

Figma is an equal opportunity workplace—we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status.

By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with the applicable candidate section of Figma’s Privacy Policy.