Strategic CES Operations Manager

Figma • Full-time • Remote (United States) • 1m ago

Fast Facts

The Strategic CES Operations Manager role at Figma focuses on developing a global operational infrastructure for post-sale processes, collaborating with various teams to ensure excellence and performance across the customer journey.

Responsibilities: Key responsibilities include building a global operating framework for Customer Experience and Solutions (CES), establishing reporting metrics, operationalizing key performance metrics, and acting as a liaison between sales and finance teams to execute operational plans.

Skills: Candidates should have over 8 years of experience in Sales, Customer Success, or Post-Sales Operations, particularly in high-growth SaaS environments, as well as proficiency in systems like Salesforce and BI tools for reporting.

Qualifications: Preferred qualifications include a background in establishing customer satisfaction frameworks and familiarity with managing operations across different regions.

Location: This position can be held remotely within the United States or from one of the US hubs, such as San Francisco or New York.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $120,000 - $180,000.

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.

You’ll 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 you’ll 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 functions
Establish 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 automation
Define 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 accountability
Act as the strategic connector between Sales Ops, Finance, Enablement, and Post Sales leadership—translating business priorities into executable operational plans and scalable systems

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

8+ years in Sales, CS, or Post-Sales Operations role
Experience supporting multiple post-sales functions (Customer Success, SC, TAM, or Onboarding) in a high growth SaaS environment
Strong expertise in Systems includingSalesforce and BI tools for operational design and reporting
Proven ability to define operational frameworks (ROEs, KPIs, reporting cadences) across complex global teams
Track record of scaling teams and building new operational functions from the ground up

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

Experience standing up a CSAT/NPS or customer health scoring framework
Familiarity 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 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.