Senior CES Operations Manager at Figma

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figmas platform helps teams bring ideas to lifewhether youre brainstorming creating a prototype translating designs into code or iterating with AI. From idea to product Figma empowers teams to streamline workflows move faster and work together in real time from anywhere in the world. If youre excited to shape the future of design and collaboration join us!This is a new global role responsible for building the operational infrastructure insights and governance that underpin our post sale motion. This individual will partner closely with GTM leadership across Customer Experience and Solutions teams as well as with Finance Business Systems and Data teams to ensure operational excellence and consistent performance management worldwide.Youll be both a strategic architect and a hands on operator starting as a team of one eventually building a team of post sales ops professionals while influencing how we measure forecast and resource the customer journey from onboarding to renewal.This is a full time role that can be held from one of our US hubs or remotely in the United States.What youll do at Figma:Build the global operating framework for CES by defining clear Rules of Engagement ownership criteria and escalation paths that promote consistency fairness and alignment across functionsEstablish a unified reporting and metrics framework that connects activity to outcomes and drives a proactive insight driven review cadence for CES leadership by partnering with Systems teams and Data Engineering to evolve our tech stack for CES automationDefine and operationalize key performance metrics for Onboarding CEM TAM and SC teams creating role specific dashboards and leadership reporting packs that enable effective coaching and accountabilityAct as the strategic connector between Sales Ops Finance Enablement and Post Sales leadershiptranslating business priorities into executable operational plans and scalable systemsWed love to hear from you if you have:8 years in Sales CS or Post-Sales Operations roleExperience supporting multiple post-sales functions (Customer Success SC TAM or Onboarding) in a high growth SaaS environmentStrong expertise in Systems including Salesforce and BI tools for operational design and reportingProven ability to define operational frameworks (ROEs KPIs reporting cadences) across complex global teamsTrack record of scaling teams and building new operational functions from the ground upWhile not required its an added plus if you also have:Experience standing up a CSAT/NPS or customer health scoring frameworkFamiliarity with enterprise GTM motions and managing operations across multiple regions (AMER EMEA JAPAC).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 youre excited about this role but your past experience doesnt 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.Pay Transparency DisclosureIf based in Figmas San Francisco or New York hub offices this role has the annual base salary range stated below.Job level and actual compensation will be decided based on factors including but not limited to individual qualifications objectively assessed during the interview process (including skills and prior relevant experience potential impact and scope of role) market demands and specific work location. The listed range is a guideline and the range for this role may be modified. For roles that are available to be filled remotely the pay range is localized according to employee work location by a factor of between 80% and 100% of range. Please discuss your specific work location with your recruiter for more information.Figma offers equity to employees as well a 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 a learning & development stipend a work from home stipend and cell phone reimbursement. Figma also offers sales incentive pay for most sales roles and an annual bonus plan for eligible non-sales roles. Figmas compensation and benefits are subject to change and may be modified in the future.Annual Base Salary Range (SF/NY Hub):$164000 - $288000 USDAt Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts experiences and opinions allows our employees our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity/expression veteran status or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories consistent with legal requirements.We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role participate in the interview process perform essential job functions and receive other benefits and privileges of employment. If you require accommodation please reach out to . These modifications enable an individual with a disability to have an equal opportunity not only to get a job but successfully perform their job tasks to the same extent as people without disabilities.Examples of accommodations include but are not limited to:Holding interviews in an accessible locationEnabling closed captioning on video conferencingEnsuring all written communication be compatible with screen readersChanging the mode or format of interviewsTo ensure the integrity of our hiring process and facilitate a more personal connection we require all candidates keep their cameras on during video interviews. Additionally if hired you will be required to attend in person onboarding.By applying for this job the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figmas Candidate Privacy Notice.Required Experience:Manager Key Skills Employee Evaluation,Continuous Improvement,FDA Regulations,Management Experience,Process Improvement,Profit & Loss,Operations Management,Project Management,Strategic Planning,Leadership Experience,P&L Management,Supervising Experience Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 164000 - 288000