As the Director, Learning and Performance, within the Product Support organization, you’ll have the opportunity to lead three impactful functions: Learning and Content, Quality Assurance, and Resolutions. On the Learning and Content side, you will lead and grow our learning and knowledge base strategies, creating an environment where our team thrives through continuous learning and skill building. You’ll oversee the continued development of the Quality Assurance team, further scaling a critical function that is pivotal to providing insights and recommendations on ways to improve the employee and customer experience. On the Resolutions side, you’ll lead a dynamic team of subject-matter experts who provide real-time support and guidance to our internal teams and own key initiatives aimed at improving customer satisfaction.
We are looking for a seasoned and influential leader to join our team who is passionate about creating a culture where ongoing growth and development thrive alongside a steadfast focus on continuous improvement with the customer journey.
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:
Craft and communicate a clear vision for the Learning and Performance function on Product Support
Empower our internal teams, from Direct Support to Community, to achieve success with their goals by ensuring they have the training and resources they need to provide a consistently stellar customer experience
Develop inclusive and quality training programs, including instructor-led training, self-guided tutorials, and blended learning approaches
Provide agile solutions to respond to the rapidly evolving learning and performance needs of the business
Design a robust maintenance and continuous improvement strategy to ensure internal content is relevant and consistently meets the evolving needs of the team
Partner with Product and Engineering to ensure internal teams are prepared to effectively support new product and feature launches
Collaborate with internal teams, such as Direct Support, Support Operations, Scalable Support, to deliver a cohesive feature and product training strategy
Coach and develop the functional leaders of Learning and Content, Resolutions, and Quality Assurance with a focus on skill building and career development
Partner with Support Operations to refine our Learning and Performance tooling stack to ensure we have what we need to enhance performance and drive efficiency across the Product Support landscape
Define, implement, and report on key performance metrics for Learning and Performance, surfacing meaningful insights to our broader Product Support organization and cross-functional partners
Advocate for quality improvements in our product and operational processes through effective storytelling that is backed by qualitative and quantitative data
Partner with the People team to enhance our career development framework for our Product Support functions
Ensure the Resolutions team is equipped to handle critical escalations, providing swift customer responses and keeping our internal teams up to speed on progress and issue resolution
We'd love to hear from you if you have:
10+ years of work experience with 4+ years experience leading high-performing learning teams
2+ years of experience as a second-line manager across different functional areas
Experience scaling learning functions in hyper-growth environments
Experience implementing tooling such as: LMS, KMS, QMS
Experience developing KPIs, with an eye towards continuously improving employee experience
While it’s not required, it’s an added plus if you also have:
Experience operating in a fast-paced, rapidly changing environment, preferably supporting a SaaS product
Familiarity with design processes and tools
Demonstrated ability to distill complex ideas into easily understood concepts
A desire and steadfast approach to continuously improving the customer and employee experience
Experience using data to help drive change and elevate performance
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.
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