Role Description As a member of our Product Support team, the Workforce Management Analyst will help keep our support operations running day to day. Reporting to our Insights & WFM Manager, you'll own our workforce capacity models, field ad-hoc planning requests across our BPO partner and internal FTE teams, and surface data-driven recommendations that keep vendor performance and customer experience on track. This is a hands-on, SQL-forward role - you'll build your own reports, run your own queries, and translate the numbers into clear action for Product Support leadership. 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: - Maintain and run our workforce capacity models day to day, keeping them accurate and ready for both routine and ad-hoc capacity planning requests across BPO and FTE teams. - Build and run your own reports and SQL queries to analyze support volume trends, agent productivity, and vendor performance—surfacing clear, data-informed recommendations with minimal oversight. - Support the operational management of our BPO partner relationship, including tracking performance metrics, helping run regular business reviews, and prepping the supporting materials and analysis. - Partner with Product Support leadership on short-term capacity needs, including building addenda for events like new product launches and modeling tradeoffs between FTE headcount and BPO scope. - Help diagnose inefficiencies and improve attainment on key metrics such as SLA and AHT across internal and external support teams. - Help extend operational workforce management practices to additional teams within Product Support. Qualifications - 2+ years of experience in workforce management, vendor management, capacity planning, or related operations roles, ideally within customer support organizations. - Strong understanding of customer support operations, including workforce capacity planning, forecasting, and operational best practices. - Experience managing external vendor operations, tracking performance metrics, and supporting business reviews and performance improvement initiatives. - Advanced analytical skills with the ability to identify trends, generate insights, and make data-driven recommendations using SQL and data visualization tools such as Hex or Looker (Python experience a plus). - Excellent communication and stakeholder management skills, with experience presenting findings to technical and non-technical audiences. Requirements - Experience with WFM software (we use Assembled). - Experience developing workforce capacity models and forecasting methodologies from scratch. - Familiarity with AI applications in support and their impact on capacity planning. - Experience working in a high-growth tech environment. Benefits - Equity to employees. - Competitive package of additional benefits, including health, dental & vision. - Retirement with company contribution. - Parental leave & reproductive or family planning support. - Mental health & wellness benefits. - Generous PTO. - Company recharge days. - Learning & development stipend. - Work from home stipend. - Cell phone reimbursement. - Sales incentive pay for most sales roles. - Annual bonus plan for eligible non-sales roles.

• Provides Business Systems Analysis support within a defined business or process area. • Works with supported stakeholders to understand high-level business objectives, processes, priorities and challenges. • Performs and/or contributes to team efforts to perform: o Process-specific requirements analysis through interviews, document and artifact analysis, development of business process descriptions, and task and workflow analysis, o Detailed process documentation, including system requirements and process flows / use cases. and o Planning initiatives, feasibility studies, cost / benefit analyses and new system design. • Collaborates with internal and external users / clients to elicit business concerns and develop workable solutions. • Helps with process enhancement feasibility studies and the development of data-supported justification documentation. • Helps determine impact on existing systems and processes. • Maintains a strong and collaborative relationship with business and IT colleagues. • Supports the business in developing and delivering end user training. • Addresses end user process questions and collaborates with IT colleagues to provide process / system support and ongoing issue analysis / correction. • Develops progress reports and communicates project status to team and manager.

• Provides Business Systems Analysis support for larger / more complex areas of the business. • Leads discussions and requirements gathering with business and technology partners to elicit, define and understand key process-related challenges and priorities. • Reviews and refines business requirements and use cases to ensure they are clear, concise and traceable. • Performs process and method analysis, helping define potential enhancements and performance / productivity solutions. • Contributes to solution project development, helping identify impacted stakeholders, document assumptions and assess the impact of systems changes to users and to internal and external clients. • Identifies potential risks and pitfalls, articulating possible resolution strategies. • Conducts system requirement reviews with project stakeholders. • Works with technical colleagues to ensure close alignment and collaboration throughout design, development and implementation processes. • Develops and provides status reports for project progress, issues, dependencies and risks. • Anticipates future requirements to ensure successful outcomes. • Safeguards and protects business and user needs by verifying functionality, accuracy and completeness against the original requirements. • Minimizes risk by ensuring requirements are being met before investing further in system development. • Business case development for proposed system enhancements and/or new process development.

• Lead IT financial management activities, including spend plan development and execution, obligation tracking, accrual management, and financial workflow oversight across a multi-year budget cycle • Oversee Interagency Agreement (IAA) lifecycle management — from initiation through execution and closeout — including fund redistribution and reconciliation activities • Develop and maintain multi-FY spend plans aligned to the client's shared-cost model, tracking commitments, obligations, and accruals across investment portfolios • Produce Monthly Statistical Reports (MSRs), KPI reports, and operational metrics dashboards to support senior leadership and governance review bodies • Support financial data calls and ensure timely, accurate updates to the client's financial management database (BOB Financial Database or equivalent) • Coordinate Working Capital Fund (WCF) processes and cost performance tracking, providing analysis and reporting on budget execution variances • Prepare audit-ready financial documentation; support internal and external audit activities by compiling, organizing, and validating financial records • Partner with Budget, Procurement, and Program Management stakeholders to align financial data with portfolio investment plans and governance requirements • Identify financial risks, discrepancies, and execution gaps; develop corrective action recommendations and communicate findings to client leadership • Maintain SharePoint-based financial libraries and repositories; ensure document version control and stakeholder accessibility