Experience Enablement & Development Lead

At FIGS, we serve those who serve others. In Experience Enablement, we serve those who serve our HCPs. This role was created to support experience from both sides, our internal experience and that of our HCPs. In this role, you'll run the day-to-day of quality, training, and process improvement for our CX team, turning strategy into tools, standards, and habits – shaping how that strategy evolves by bringing forward what you're seeing on the ground. If you are obsessed with creating exceptional customer experiences, want to build something real, run it with care, and speak up when you see a better way, this role is for you. 

Quality & Training

Quality and training are the same engine, one tells us what's happening, the other makes sure it improves. This role owns that engine end to end.

• Operate and maintain our QA intelligence platform, keeping scoring models, rubrics, and calibration settings current as our standards evolve.
• Run regular calibration sessions with internal and BPO teams so everyone is grading, and coaching, from the same standard.
• Translate what the platform surfaces into clear, actionable feedback, and into training content, closing the loop from what's happening in an interaction to what shows up in a deck, simulation, knowledge article or coaching conversation.
• Design and build training curriculum for agents and team leads, directly informed by quality and CSAT data, and partner with BPO trainers to bring it to life across outsourced teams.
• Measure what's working using performance data, quality trends, and learner feedback.
• Support corrective action plans when quality or CSAT dips below target, working alongside team leads on next steps.
• Monitor real-time QA dashboards so customer-impacting issues get caught before they compound.

Process & Operations

Every process  should make the day easier for an agent, and the experience better for our HCPs

• Surface workflow gaps and friction points as they come up in the course of your work, and support improvements that make processes cleaner across the org.
• Reinforce onboarding and operational standards across in-house and BPO teams, so everyone is working from the same playbook.
• Roll out new training and quality initiatives, embedding each one into onboarding and standard operating procedure as they come online.
• Build and maintain SOPs and process docs that reflect how work gets done, and keep them current as things change.
• Spot automation opportunities in quality and training in existing tools and workflows, track process and automation projects from idea to impact.

Partnership

• Work closely with the Insights & Communications Lead to keep quality, training, and process findings connected to the bigger insight picture.
• Partner with CX Operations, Automation, Workforce Management, and BPO leadership to keep your work tied to what the business needs and the impact it's driving.
• Bring data and a clear point of view to cross-functional conversations about quality, training, or process work.
• Help teams adopt new tools, standards, or processes as they roll out, adoption is the finish line, not the announcement.

What You Bring

• 3-5 years in a contact center, ecommerce, retail or similarly customer-facing environment, understanding firsthand what great customer experience requires day to day.
• 3-5 years in training, quality, education or CX program roles, ideally touching more than one.
• Comfort building training from scratch and facilitating it live.
• An enablement instinct, when the numbers dip, you look for what's missing, more information, more training, a knowledge base fix, or one less step in the process.
• The ability to run your own program day to day and know when to bring something up the chain.
• Confidence in a room, cross-functional partners should walk away trusting you know your stuff.
• Excellent verbal and written communication skills, and extremely process oriented
• Thrives in a fast-paced, always-evolving environment, some weekends and holidays included.
• Bachelor's degree in a related field preferred.
• You're 100% Awesome, like the Humans we serve!

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 $70,000 and $80,000. 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: FIGS provides a discount when purchasing FIGS stock voluntarily through our FIGS Employee Stock Purchase Plan  

• 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. 
• Meaningful time away for baby bonding, including parental leave, new parent care meals, and a transition back to work for primary caregivers
• 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.