# Technical Operations & Insights Analyst

**Company**: Figma
**Location**: San Francisco, CA
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $140,000-$245,000 USD
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/figma/jobs/6249978004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/technical-operations-and-insights-analyst-e44490df-037/

## Description

Figma is growing its team of creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life,whether you're 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.

As a Technical Operations & Insights Analyst, you will help shape where Support invests and how it scales. Reporting to the Manager of Workforce Management & Data Insights, you will combine hands-on analysis with metric development and cross-functional program leadership. You will identify opportunities across channel effectiveness, education, automation, and product improvements; assess their potential; and recommend priorities based on customer outcomes, quality, capacity, and cost.

Responsibilities:

- Identify and size opportunities to improve customer outcomes and operating efficiency. Turn ambiguous questions into investment recommendations, including when to proceed, test, defer, or stop

- Develop trusted measures, including cost per support interaction. Agree definitions, cost allocation, exclusions, and ownership with operational and financial partners

- Use SQL and Python or R to build reproducible analyses, data models, and reporting. Use git, peer review, and responsible AI-assisted workflows to develop, validate, and document the work

- Apply statistical inference to operational decisions, including observational comparisons, uncertainty, and sensitivity analysis. Explain the assumptions and limits of the evidence

- Build scenarios that connect costs, benefits, capacity, and customer outcomes. Partner with Finance to evaluate investment tradeoffs and define how results will be measured

- Lead cross-functional analytical programs from scope through delivery, adoption, and outcome review. Establish owners, milestones, dependencies, and decision points with partner teams

- Communicate complex findings through clear writing and purposeful visualizations that make recommendations, tradeoffs, and uncertainty understandable

- Build adoption and sustained use into delivery through documentation, appropriate data-quality checks, and agreed ongoing ownership

Requirements:

- 5+ years in analytics, strategy and operations, or a related analytical role, with a track record of influencing operational decisions

- Strong SQL and hands-on Python or R, working reproducibly with git and peer review, plus practical fluency with AI-assisted tools, including validating their output and owning the result

- Sound statistical and financial judgment: developing metrics, evaluating observational comparisons and uncertainty, and building basic scenarios that clarify costs, benefits, and tradeoffs

- A record of delivering cross-functional work from scope through adoption, including aligning stakeholders with conflicting priorities and challenging assumptions with evidence and respect

- Strong written, verbal, and visual communication, including concise data storytelling for senior leaders and creative approaches to framing complex problems

Nice to Have:

- Customer support, customer experience, service operations, or cost-to-serve analytics

- Experience with dbt, Snowflake, Hex, or comparable analytical toolsets

- Experiment design, automation measurement, or evaluation of changes to customer workflows

- Deeper financial modeling, workforce planning, or coaching other analysts

- Experience designing in Figma

Benefits:

- Health, dental, and vision coverage

- Retirement benefits with company contributions

- Parental leave and reproductive or family planning support

- Mental health and wellness benefits

- Paid time off

- Company recharge days

- Cell phone and home internet reimbursements

- Lifestyle spending accounts

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## Skills

### Required
- SQL
- Python
- R
- statistical inference
- data analysis
- communication

### Nice to have
- dbt
- Snowflake
- Hex
- financial modeling
- workforce planning

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/figma/jobs/6249978004?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)