Experience Enablement & Development Lead

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $70k - $80k / year

⏰ Full Time

🟠 Senior

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FIGS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2013

🏥 Healthcare

🏭 Manufacturing

💼 Consulting

Healthcare • Manufacturing • Consulting

FIGS is a company that specializes in designing and selling high-quality medical apparel and accessories. They offer a variety of products including scrubs, underscrubs, lab coats, outerwear, and footwear, catering mainly to healthcare professionals. Known for their comfortable and innovative designs, FIGS uses advanced fabric technology such as four-way stretch and soft materials to ensure comfort and functionality. They also partner with New Balance to provide specially designed footwear and accessories. FIGS operates an eCommerce platform to sell their products to customers worldwide, emphasizing ease of purchase and returns.

📋 Description

• Own the day-to-day quality, training, and process improvement engine for the CX team • Operate and maintain the QA intelligence platform, including scoring models, rubrics, and calibration settings • Run calibration sessions with internal and BPO teams • Translate platform findings into actionable feedback and training content • Design and build training curricula for agents and team leads using quality and CSAT data • Partner with BPO trainers to deliver training across outsourced teams • Measure training effectiveness using performance data, quality trends, and learner feedback • Support corrective action plans when quality or CSAT falls below target • Monitor real-time QA dashboards for customer-impacting issues • Identify workflow gaps and process friction and support process improvements • Reinforce onboarding and operational standards across in-house and BPO teams • Roll out quality and training initiatives and embed them into onboarding and SOPs • Build and maintain current SOPs and process documentation • Identify automation opportunities and track quality, training, process, and automation projects from idea to impact • Collaborate with Insights & Communications, CX Operations, Automation, Workforce Management, and BPO leadership • Bring data and a clear point of view to cross-functional discussions • Help teams adopt new tools, standards, and processes

🎯 Requirements

• 3–5 years in a contact center, ecommerce, retail, or similarly customer-facing environment • 3–5 years in training, quality, education, or CX program roles • Experience building training from scratch and facilitating it live • Ability to identify enablement needs from performance data and determine appropriate interventions • Ability to independently run a program day to day and escalate issues appropriately • Confidence working with cross-functional partners • Excellent verbal and written communication skills • Extremely process-oriented • Ability to thrive in a fast-paced, evolving environment • Availability for some weekends and holidays • Bachelor’s degree in a related field preferred

🏖️ Benefits

• Discount when purchasing FIGS stock voluntarily through the FIGS Employee Stock Purchase Plan • Comprehensive benefits and perks package focused on well-being • Premium medical, dental, and vision coverage • Full access to wellness services through Breethe and ClassPass • 100% FIGS-sponsored life insurance and disability insurance • 401(k) program with company match up to the first 6% of contribution • 12 company holidays • Flexible vacation for salaried team members • Parental leave, new parent care meals, and transition back to work for primary caregivers • 50% discount on all FIGS products • Separate family and friends code for 25% off site-wide • Access to FIGS Vet • Discounted pet daycare • Discounted pet insurance • Benefits eligibility determined by hour requirements and length of service