Senior Manager, CX Planning & Analytics

FIGS is hiring a Senior Manager, CX Planning & Analytics to drive workforce planning, financial analysis, reporting, and vendor partnerships within our CX organization. In this role, you will ensure we have the right people, resources, and data-driven insights to support our rapid growth domestically and internationally. We’re looking for a highly analytical, customer-focused, and strategic leader who thrives in a fast-paced environment. You should be comfortable rolling up your sleeves, solving problems, and driving efficiency while maintaining FIGS’ best-in-class service.

What You’ll Do:

• Workforce Planning & Management
  • Develop and execute short- and long-term staffing strategies to optimize scheduling, resource allocation, and operational efficiency.
  • Leverage advanced forecasting models to ensure agility in meeting customer demand fluctuations.
• Headcount & Attrition Forecasting
  • Collaborate with Finance to create robust forecasting models for peak and non-peak periods.
  • Implement strategies to improve workforce stability, reduce attrition, and enhance employee retention while maintaining service excellence.
• Financial Analysis & Operational Efficiencies
  • Identify cost-saving opportunities without compromising service quality.
  • Develop business cases for strategic investments and provide executive-level insights to enhance profitability.
• CX Reporting & Analytics
  • Partner with the analytics team to build dashboards, track key performance indicators (KPIs), and provide actionable insights.
  • Establish and refine standard operating procedures (SOPs) to drive consistency and scalability.
• Vendor & Contract Management
  • Support external vendor relationships, ensuring performance, cost-effectiveness, and alignment with CX goals.
  • Oversee contract negotiations and compliance with financial and legal requirements.
• International Operations Support
  • Align CX operations with FIGS’ global growth strategies to ensure seamless customer support across markets.
• Culture & Team Support
  • Foster a positive, high-performance team culture and contribute to social initiatives.

What You Bring:

• 5+ years of experience in workforce planning, forecasting, analytics, and vendor management.
• Strong financial acumen with a proven ability to assess ROI and drive cost efficiencies.
• A strategic, data-driven mindset with a passion for operational excellence.
• Exceptional problem-solving skills and the ability to pivot quickly in a dynamic environment.
• Strong communication skills, with the ability to translate complex data into actionable insights for all stakeholders.
• Proficiency in CX tools and platforms (e.g., WFM software, CRM systems, analytics tools).
• A proactive, entrepreneurial approach with a strong work ethic and integrity.
• A positive, customer-first attitude—because at FIGS, we believe in being 100% awesome.

FIGS Compensation and Benefits

Pay Range

• At FIGS, your base salary is one part of your total compensation package. This role's base salary range is between $90,000 and $120,000. Actual base salary is determined based on a number of factors, including but not limited to your relevant skills, qualifications, and years of experience. 

Additional Compensation and Benefits 

• Equity: Eligible FIGS employees have the opportunity to own shares of FIGS stock through our new-hire equity program. Additionally, FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan  
• Bonus: This position is eligible to participate in the CX bonus program

• Other compensation and benefits offered include: 
• Comprehensive benefits and perks package focused on your well-being, including premium medical, dental and vision coverage, and full access to wellness services through Breethe and Classpass. 100% FIGS-sponsored life insurance and disability insurance  
• Amazing 401(k) program, with a company match up to the first 6% of your contribution
• Generous paid time off - We have 12 company holidays. For salaried team members, we offer flexible vacation. For our hourly team members, we offer up to 3 weeks of accrued vacation
• Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
• FIGS sponsored Uber Eats voucher for in-office weeks
• Personalized discount code for 50% off all FIGS products, along with a separate code to share with family and friends to enjoy a 25% discount site-wide
• Access to FIGS Vet, Discounted Pet Daycare, Discounted Pet Insurance, and so much more…

*Benefits eligibility is determined by hour requirements and length of service 

A little bit about us…

FIGS, Inc. is a founder-led, direct-to-consumer healthcare apparel and lifestyle brand that seeks to celebrate, empower and serve current and future generations of healthcare professionals. We redefine what scrubs are by creating technically advanced apparel and products that feature an unmatched combination of comfort, durability, function and style, all at an affordable price. With the largest DTC platform in healthcare apparel, we sell our products to a rapidly growing community of loyal customers. Through these customer relationships, FIGS has built a community and lifestyle around a profession, revolutionizing the large and fragmented healthcare apparel market and becoming the industry’s category-defining healthcare apparel and lifestyle brand.

Our Threads for Threads initiative is integral to our mission to improve the lives of healthcare professionals on a global scale. Founded alongside FIGS in 2013, Threads for Threads donates scrubs to healthcare professionals working in resource-poor countries around the world.