As a member of our Product Support Operations and Strategy team, the Operations Program Manager will be responsible for leading multiple strategic programs that will deliver value and are aligned with Product Support objectives. You will work closely with engineering, product, business operations on high impact technical and business problems that require strong program management rigor, technical familiarity and stellar communication skills. 

Our team is solving some of the most exciting challenges, unlocking new opportunities and creating an environment where our teams and customers can do their best work. For 2024, our areas of focus include AI, self solve and intelligent automations, and we are looking for an Operations Program Manager with experience implementing technology solutions in Product Support and coordinating technical and operational execution across teams.

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:

• Drive complex programs from initiation to implementation, including putting together detailed project plans, roadmaps and operational readiness plans for the launch of these initiatives in collaboration with technical and non-technical collaborators.
• Handle project documentation and ensure there is always a source of truth easily accessible. You will be responsible for preparing reports, updates, presentations and ensuring leadership and collaborators are updated on project progress, decisions and concerns.
• Proactively anticipate upcoming risks and issues, and develop risk mitigation strategies in partnership with your leaders in a fast paced environment.
• Lead effective communication between team members by moving between communication styles and translating highly technical and non-technical requirements into business actions (and vice versa).
• Drive collaboration and ensure high quality execution of project deliverables. Build strong partnerships with cross-functional teams, including developing working models, transforming project inputs and requirements into impactful results, and balancing business needs versus technical constraints.
• Directly contribute to the overall Product Support technology strategy, including self solve and AI, advocating for prioritization of critical initiatives, influencing leadership and ensuring high quality outcomes.
• Handle the implementation of new technologies, including developing strong cases,, evaluating potential solutions from external vendors, building and responding to RFPs, and facilitating decision making through alignment across decision makers and critical partners.
• Proactively find opportunities to improve the employee and customer experience, proposing innovative solutions and building experimentation plans. 

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

• 4+ years of program management experience in a Product Support environment.
• Experience leading projects with technical scope in close partnership with technical teams like product management, engineering or tooling/systems. 
• Experience operating with ambiguity in a fast paced environment, balancing between driving in a scrappy manner vs structured program management.
• Proficiency in verbal and written communication skills that can simplify complex topics across different audiences, demonstrating effective communication methods to facilitate decision making across collaborators, influencing senior leadership, drive motivation and alignment towards shared objectives.
• Experience handling competing priorities and incentives, and defining processes that enable greater collaboration within and across our product support org, and cross-functional partners.
• Demonstrated ability in excellent decision quality, critical thinking, and creative problem solving skills

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

• Familiarity with AI and ML solutions for Product Support.
• Product Management or Technical Program Management experience.
• Experience with programming (Python, C++) and/or data analytics languages (SQL, R).
• Change Management certification (PROSCI) or Project Management certification (PMP, Agile or Scrum)