Manager, Product Support Programs

At Figma, program management goes beyond tracking timelines—it’s about enabling scale, driving clarity, and delivering measurable outcomes across a product-led organization that moves fast and embraces innovation. We’re looking for a seasoned, people-first leader to manage and grow a team of Program Managers embedded within our Ops & Strategy team. The Programs team leads complex, cross-functional initiatives that shape Product Support's approach to AI and automation tooling, infrastructure, and strategic planning.

This is a unique opportunity to define how program management operates at the core of a fast-scaling, AI-aware company—partnering with Product, Engineering, Legal, and more. You’ll bring structure without slowing momentum, accelerate execution across teams, and help us reimagine how we prioritize, communicate, and lead through change in an increasingly intelligent and automated environment. This role will directly manage a team of program managers.

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:

• Partner in defining and leading strategy for the Product Support organization, collaboratively developing the long-term roadmap and working with stakeholders to drive implementation of our Big Rock Initiatives. 
• Lead, coach, and develop a team of seasoned program managers—empowering them to navigate AI-driven change and complex cross-functional programs.
• Build and implement scalable program management standards, tools, and operating rhythms, with an eye toward enabling more intelligent, automated, and data-informed execution.
• Analyze support data, AI model performance, and team feedback to uncover trends and identify opportunities for continuous improvement and smarter support experiences.
• Partner with leaders in Product, Engineering, Security, and Product Support to drive alignment, identify risks, and ensure delivery of high-impact programs.
• Act as a strategic partner to leadership—improving how we prioritize, resource, and execute against our most important initiatives.
• Collaborate on annual and quarterly planning cycles and own roadmap execution, milestone tracking and reporting - with a focus on visibility into AI-driven capabilities and operational constraints. 
• Ensure visibility and accountability for program outcomes across stakeholders, surfacing trade-offs and dependencies early.

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

• 3+ years experience in people management, ideally overseeing program or project managers
• A track record of leading complex, multi-stakeholder programs in high-growth, cross-functional environments (preferably in tech or product-led orgs)
• The ability to be a player-coach—leading while rolling up your sleeves to deliver when needed
• Hands-on experience leading or supporting AI and automation projects, as well as an innate curiosity around AI technologies and their impact on operations, support, or program management (e.g., courses, reading, experimenting with tools like ChatGPT or automation platforms)
• Strong familiarity with operating cadences such as quarterly planning, cross-functional reviews, and program governance
• Experience establishing or scaling program management best practices, rituals, and frameworks
• Exceptional communication skills, with a proven ability to influence stakeholders and leaders across the business, build strong business cases, and align teams with competing priorities

While it’s not required, it’s an added plus if you also have:

• Hands-on experience leading tooling initiatives—especially in support environments
• Familiarity with Agile, Scrum, or other iterative program delivery methodologies
• Exposure to workforce management, vendor operations, or analytics functions
• Background in high-growth tech or SaaS environments, especially in operational or support-focused roles

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.