Operations Program Manager

At Figma, program management goes beyond tracking timelines-it's about enabling scale, driving clarity, and delivering meaningful outcomes in a fast-moving, product-led organization. We're looking for a strong individual contributor to lead complex, cross-functional programs that help Product Support scale while maintaining a high-quality customer and specialist experience.

As an Operations Program Manager on Product Support, you'll own high-impact initiatives that sit at the intersection of support operations, tooling, and process improvement. You'll work closely with partners across Product Support, Engineering, Product, Analytics, Legal, and Security to turn ambiguous problems into structured plans and shipped outcomes. This role has real impact both internally - by enabling specialists to do their best work - and externally - by improving how customers experience support as Figma grows.

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:

* Own and drive complex, cross-functional programs that improve the scalability, efficiency, and quality of Product Support

* Lead initiatives end-to-end, from problem definition and planning through execution, rollout, and iteration

* Partner closely with Engineering, Product, Data, and Support teams to deliver tooling, workflow, and process improvements

* Bring structure to ambiguous problem spaces by defining scope, success metrics, milestones, risks, and operating rhythms

* Support change management and adoption for new tools and processes, ensuring teams are set up for success through transitions

* Identify and surface insights from support data, customer feedback, and operational signals to inform prioritization and improvements

* Communicate progress, tradeoffs, and decisions clearly to stakeholders and leadership

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

* Proven ability to lead complex programs as a Program Manager or similar role, with clear ownership from start to finish

* Experience working with Customer Support, Product Support, or Customer Operations teams

* Comfort partnering with technical teams and operating across both operational and technical problem spaces

* Strong communication and influencing skills, with the ability to drive alignment without direct authority

* A high-ownership mindset, strong attention to detail, and comfort navigating ambiguity in fast-paced environments

While not required, it's an added plus if you also have:

* Worked on support tooling, internal tools, or operational workflows

* Supported community, social, or forum-based support channels

* Exposure to global or multi-language support environments

* Partnered with workforce management, vendor operations, or analytics functions

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.