As a member of our Product Support Team, you will have the exciting opportunity to build out our Learning and Content team’s 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 Product Support training and content program focused on delivering exceptional employee and customer experiences. We are looking for a top-tier learning and development 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 and build out our Learning and Content functions on Product Support, such as our internal knowledge base, new hire and ongoing training programs
  • 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
  • Develop team and individual KPIs to evaluate and report on the effectiveness and success of training and content initiatives
  • Leverage data and conduct needs assessments to drive improvements with our onboarding and training programs, support processes, and knowledge base content
  • Craft and implement training programs to improve satisfaction and productivity, targeting key performance indicators such as CSAT, handle time, and speed to resolution
  • Partner with the Quality Assurance and Resolutions teams to foster deep collaboration and drive results on shared initiatives within the broader Learning and Performance pillar
  • Collaborate with cross-functional partners to ensure Product Support is up-to-date and knowledgeable on product updates and feature launches
  • Identify, recommend, and implement tooling to help improve process, efficiency, and the adoption of training 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 the Learning and Content team and the broader Product Support organization

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

  • Experience building and leading learning and content teams in rapidly scaling organizations, 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 sophisticated ideas into easily understood concepts
  • Experience and expertise with Learning Management Systems and Project Management
  • Exceptional coaching skills and ability 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 to continuously improve the customer and employee experience by using various learning methodologies
  • An analytical mind and experience using data to help elevate performance
  • Annual Base Salary Range (SF/NY Hub):
    $159,000$253,000 USD
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