Head of Content Delivery
Education Perfect
Customer Support Quality Manager
Figma
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $164,000 - $260,000 per year
Job Level
Mid-LevelSenior
About the role
- Reimagine and scale how QA is done in Product Support, transitioning from a manual QA program to one powered by automation and AI
- Lead and develop a team of QA Specialists that provide quality oversight across Direct Support, BPO, and AI-assisted support experiences
- Build an AI-powered quality framework that makes QA more scalable, efficient, and actionable across support channels
- Own and evolve the QA strategy, including scorecards, calibration processes, quality standards, and tooling
- Design and implement scalable QA systems that surface actionable trends, close performance gaps, and drive measurable improvements across the support experience
- Drive the launch, change management, and adoption of MaestroQA and QA scoring methodology across Product Support
- Build enablement materials and playbooks to help Managers use QA insights and data for Specialist development
- Partner cross-functionally with Product Support leaders and teams in Analytics, Tooling and Infrastructure, Program Management, and Product to ensure QA strategies align with broader Figma goals
Requirements
- 5+ years of experience building and scaling QA programs within Support, including scorecard design, calibration, and coaching
- Experience leading QA across multiple channels (Direct, BPO, AI), including oversight of AI-assisted support interactions
- Familiarity with QA tooling and Quality Management Systems (e.g. MaestroQA), and using automation to scale QA
- A track record of turning QA insights into measurable performance improvements
- Strong cross-functional collaboration and stakeholder management skills
- Clear and direct communication style
- Experience leading and developing teams of QA Specialists (management experience)
- (Nice to have) Experience using Figma Design and other Figma tools
- (Nice to have) Experience implementing Auto QA or using AI tools to scale quality assurance
- (Nice to have) Strong documentation and enablement skills, including building playbooks, scorecard guides, and internal QA resources
- (Nice to have) Technical fluency and experience building dashboards or reporting in partnership with Analytics
- (Nice to have) Familiarity with BPO operations and applying QA frameworks across internal and outsourced teams
Benefits
- Figma offers equity to employees
- Health, dental & vision
- Retirement with company contribution
- Parental leave & reproductive or family planning support
- Mental health & wellness benefits
- Generous PTO
- Company recharge days
- Learning & development stipend
- Work from home stipend
- Cell phone reimbursement
- Sales incentive pay for most sales roles
- Annual bonus plan for eligible non-sales roles
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
QA programsscorecard designcalibrationcoachingautomationAI-assisted supportquality management systemsperformance improvementsdashboard buildingreporting
Soft skills
cross-functional collaborationstakeholder managementclear communicationteam leadershipdocumentation skillsenablement skills
