Senior Ops & Product Builder

Thiga

Mindset Chez Thiga, nous sommes convaincus que l’IA ne transforme pas seulement les produits, mais aussi la façon de les concevoir, de les construire et de les faire évoluer. Discovery, delivery, coordination, documentation, pilotage : tout le Product Development Lifecycle est en train d’être réinventé. La plupart des entreprises ont déjà démarré. Elles ont des POCs, des power users, des outils partout, parfois des gains individuels visibles. Mais elles peinent encore à transformer cette énergie en gain collectif, en nouveaux standards de travail et en performance durable. C’est là qu’intervient l’AI Product Ops. Pas pour agir comme théoricien, mais pour repenser concrètement les modes de fonctionnement produit-tech, designer des équipes hybrides humains-agents, outiller les bons workflows, et faire de l’IA un levier d’efficience organisationnelle dans le delivery de produits digitaux. Chez Thiga, nous ne nous arrêtons pas à la recommandation. Nous construisons avec nos clients. Nous testons, nous outillons, nous faisons adopter. Le job En immersion chez le client, tu interviens au cœur de l’organisation produit-tech pour refondre le Product Development Lifecycle avec l’IA. Ton rôle : identifier où l’IA crée le plus de valeur, repenser les processus, faire émerger de nouveaux standards de travail, et construire les premiers outils, skills ou agents qui rendent cette transformation réelle. Tu es à la fois : un profil hands-on, capable de builder pour montrer l’exemple ; un profil ops, capable de simplifier et fiabiliser les workflows ; un profil change, capable d’embarquer les équipes dans de nouvelles pratiques ; Concrètement, dans le cadre de tes missions, tu seras amené·e à Auditer les processus de discovery, delivery et go-to-market pour identifier les frictions, les tâches à faible valeur, les dépendances inutiles et les opportunités de délégation à l’IA. Reconcevoir des processus de travail plus simples, plus rapides et plus robustes, en intégrant nativement l’IA dans le fonctionnement des équipes. Designer des équipes hybrides humains-agents, en clarifiant les rôles, les responsabilités, les points de contrôle et les conditions de réussite. Mettre en place les outils, standards et rituels nécessaires à une exécution plus fluide : documentation, pilotage, reporting, coordination, partage de connaissance, qualité d’exécution. Builder toi-même des skills, assistants, automatisations ou agents simples adaptés au contexte client, pour outiller des usages concrets et immédiats. Contribuer au product building de manière très opérationnelle, pour démontrer par la preuve ce que de nouveaux modes de travail rendent possible. Former et accompagner les équipes produit, design, tech et métier dans l’adoption de nouvelles pratiques, de nouveaux outils et de nouveaux réflexes de travail. Mesurer l’impact des évolutions mises en place et ajuster en continu ce qui doit l’être. Aider les clients à éviter trois écueils fréquents : beaucoup d’énergie pour peu d’impact, des POCs qui ne scalent pas, et des gains individuels qui ne se traduisent jamais en gains système. À quoi ressemble le succès dans ce rôle Au bout de quelques mois chez un client, tu as contribué à faire émerger des résultats visibles et mesurables : des workflows de discovery et de delivery revus, simplifiés et mieux maîtrisés ; des usages IA prioritaires cadrés, outillés et réellement adoptés ; plusieurs agents ou assistants internes en production d’usage ; une baisse nette du temps passé sur les tâches à faible valeur ; une amélioration tangible de la rapidité d’exécution et de l’efficience collective. la satisfaction des équipes accompagnées ; Ce que ce rôle n’est pas Ce poste n’est pas fait pour toi si tu cherches principalement à faire : du conseil hors sol, très conceptuel, sans opérationnalisation rapide ; du portfolio management ; de la gestion d’infrastructure ou de plateforme ; de l’industrialisation technique à grande échelle ; L’AI Product Ops n’est ni un PMO, ni un architecte de plateforme, ni un ML engineer. C’est un rôle à l’intersection de l’efficience organisationnelle, du build, et de la conduite du changement. Qui es-tu ? Tu as au moins 6 ans d’expérience, avec un parcours qui t’a donné une compréhension forte du fonctionnement réel des équipes produit-tech. Tu es probablement : un·e coach agile aguerri au passé de dev, ayant une approche hands-on un·e Product Ops senior ; ou un·e Product Manager avec une très forte fibre ops ; Et surtout : Tu as déjà travaillé au sein d’équipes produit, au plus près du delivery et de la réalité terrain. Tu sais analyser un flux de valeur de développement, repérer les goulots d’étranglement, et transformer une friction en dispositif concret. Tu utilises déjà l’IA au quotidien dans ta pratique professionnelle (claude code, cursor, …). Tu sais tirer parti de copilotes, assistants, outils d’automatisation, outils de documentation augmentée et solutions d’orchestration légère. Tu es capable de builder toi-même des agents ou assistants simples, sans prétendre être la personne qui les industrialisera techniquement à grande échelle. Tu sais passer de l’idée à l’outil, puis de l’outil à l’adoption. Tu es à l’aise aussi bien avec des équipes opérationnelles qu’avec des interlocuteurs de direction. Tu as suffisamment de culture produit pour ne pas confondre vitesse et valeur. Tu parles anglais couramment. Ton savoir-être Tu es énergique, pragmatique et orienté impact. Tu aimes autant transformer un mode de fonctionnement que mettre les mains dans les outils. Tu sais embarquer sans évangéliser dans le vide. Tu as une posture de partenaire exigeant : direct, utile, crédible. Tu navigues bien entre technique, produit, organisation et business. Tu sais faire avancer un sujet même quand tout n’est pas encore cadré. Et en interne, au sein de Thiga Tu interviens comme consultant·e en mission, au plus près des enjeux clients. Tu contribues au développement de l’offre AI Product Ops / POM-AI avec le référent de l’offre. Tu participes à la production de contenu, à la capitalisation, au partage interne et à certaines démarches d’avant-vente. Tu contribues à faire monter Thiga en niveau sur les nouvelles pratiques d’organisation produit à l’ère de l’IA.

Dust

ABOUT DUST Work is being rewritten, and the people holding the pen are the ones who actually run it. With enterprise-grade governance, flexible model choice, and a collaborative interface for humans and agents to work together, Dust empowers AI Operators at the world’s fastest-moving companies to rewire how work gets done. With 70%+ weekly active users, people stick with Dust as much as they do with Slack and Notion. We don't get piloted and shelved. We land once, and spread. We're at an exciting stage of our journey, and growing fast. We're serving great customers like Datadog, 1Password, Cursor, Clay, Vanta and Persona, and aim to x5 our growth by the end of 2026. Dust is backed by Sequoia with a determined team of optimists (coming from Stripe, OpenAI, and Stanford) who like to focus on users, ship fast, and don't take themselves too seriously while doing so. The Generalist named us among the Future 50. THE ROLE Support at Dust is not a cost center. It is one of the most important product surfaces we own. As a Senior AI Support Engineer, you will help define what world-class support looks like in an AI-native company. You will not just resolve tickets. You will own the systems, agents, workflows, and feedback loops that make support better, faster, and more scalable over time. This is a senior individual contributor role for someone who has already operated close to support strategy, technical escalation, user experience, and automation. You should be excited by the idea of taking recurring customer pain and turning it into durable systems: better agents, better documentation, better internal tooling, sharper product feedback, and fewer repeat issues. The best person for this role is not a traditional support leader who wants to manage a queue from a distance. It is someone with strong technical instincts, a deep user mindset, and a track record of building support systems that change how a team operates. You might be a great fit if you have built an AI-powered support function, owned support tooling at scale, worked deeply with LLMs or automation, or carried a support strategy from problem discovery through implementation and measurement. WHAT YOU WILL OWN BUILDING THE AI SYSTEMS THAT MAKE SUPPORT SCALE You will design, build, and continuously improve the AI-powered systems that help Dust support customers with speed and quality. This includes agents for ticket classification, auto-acknowledgement, response drafting, internal routing, proactive incident detection, knowledge retrieval, and escalation support. You will identify categories of recurring issues and engineer them out of the support queue. Sometimes that means building a better Dust agent. Sometimes it means improving documentation, creating an internal tool, tightening a workflow, writing a script, or escalating product feedback upstream with enough context for engineering to act. You will be expected to measure whether the systems you build actually improve the user experience. Seniority here means not just shipping tooling, but knowing what good looks like, instrumenting it, and iterating until the impact is visible. RUNNING COMPLEX SUPPORT WHEN THE SYSTEMS FALL SHORT You will still be close to the work. You will investigate complex customer issues across logs, code, internal tooling, product behavior, and agent outputs. You will provide clear, accurate answers to customers, including when the underlying issue is ambiguous or technically complex. You will handle escalated cases with precision and judgment, communicating clearly with both technical and non-technical users. You should be comfortable translating between customer language, product behavior, engineering detail, and business impact. When AI-generated responses are incomplete, inconsistent, or wrong, you will debug the system behind them. You will improve prompts, knowledge sources, workflows, routing, tooling, and escalation paths so that the same failure mode does not repeat. SHAPING THE SUPPORT STRATEGY You will help define how Dust should run support as we scale. That means thinking beyond the queue and owning the full loop: what customers experience, what support sees, what agents can handle, what engineering needs to fix, and what product should learn. You will translate repeated customer pain into high-quality product signal. You will build strong working relationships with engineers and product teams so escalations are high-context, actionable, and efficient. You will also help raise the bar for how the support function operates: what we measure, how we prioritize, how we review quality, how we onboard junior team members, and how we decide what should be automated versus handled by a human. WHAT WE ARE LOOKING FOR Every candidate and employee’s success at Dust is measured against the same three dimensions: Aptitude, Attitude, and Agency. APTITUDE You have strong technical depth. You are comfortable with APIs, web applications, logs, scripts, and internal tools. You can navigate a codebase, reason through product behavior, and troubleshoot systems without being stopped by a stack trace. You have genuine AI fluency at builder level. You have built agents, automations, workflows, or internal tools using AI systems such as Dust, Cursor, Claude Code, n8n, GPT-4, Claude, Mistral, Gemini, or similar platforms. You are not just good at prompting. You understand how to turn AI into operational leverage. You have experience operating at the strategy layer of support, not only at the ticket layer. You have owned or helped shape support systems, support tooling, escalation workflows, deflection strategy, knowledge management, or AI support operations. You can balance technical accuracy with user experience. You care about whether the customer understood the answer, whether the product pain was addressed, and whether the issue will happen again. You are able to communicate bidirectionally: clearly enough for customers, technically enough for engineers, and strategically enough for leadership. ATTITUDE You combine resilience with empathy. This is a front-line role, and customer frustration is often direct and unfiltered. You do not take it personally, but you do take it seriously. You are proactive rather than reactive. You do not wait for a perfect problem statement from the customer. You investigate, infer, clarify, and anticipate what they may need next. You have strong prioritization judgment. You know what needs an immediate human response, what can be automated, what should be escalated, and what should become product feedback. You are comfortable setting boundaries. You do not say yes to everything, and you can explain tradeoffs clearly in a way that builds trust rather than eroding it. You care about the craft of support. You see support as a product experience, not a back-office function. AGENCY You turn patterns into systems. When you see the same issue twice, you start asking whether it should exist at all. You go deep before escalating. You investigate as far as you reasonably can, so that when you involve engineering or product, they receive a clear problem statement, relevant evidence, and a useful recommendation. You build without waiting for permission. If you see a gap in the support system, you are excited to prototype, test, and ship a better version. You continuously improve your own workflows. You treat your time, your tools, and your operating system as things worth debugging. You extract product opportunities from customer interactions. You do not let support signal disappear into a solved ticket. You close the loop. WHAT STRONG CANDIDATES MAY HAVE DONE BEFORE You may have: * Built or led an AI-powered support function * Designed support agents, internal copilots, escalation workflows, or deflection systems * Owned technical support tooling, support operations, or automation at a fast-growing software company * Worked as a senior support engineer, technical support engineer, developer support engineer, support ops engineer, solutions engineer, or implementation engineer * Built a support product, internal platform, AI startup, or automation-heavy support system * Operated in a high-volume environment where quality, speed, and judgment all mattered We care more about the depth and relevance of your experience than the exact number of years. That said, we expect this role to be a fit for someone who has already spent several years close to technical support, support engineering, AI tooling, or support systems ownership. WHAT THIS ROLE IS NOT This is not a traditional customer support role focused only on ticket resolution. It is not a people-management role where you are far away from the technical work. It is not a pure operations role where you optimize process without building. It is not a role for someone who is curious about AI but has not yet built with it. The person we are looking for should be excited to own the messy middle between customers, AI agents, internal tooling, engineering, and product. COMPENSATION AND BENEFITS * Competitive compensation * Significant equity package in a Sequoia-backed startup * Substantial relocation support, up to 10k€, including help finding an apartment in Paris and support with the visa process * Health insurance for you and your dependents * New MacBook Pro or Linux machine, monitor, keyboard, and equipment * Beautiful office in the heart of Paris * Opportunity to travel to the US multiple times a year * Regular team events and offsites We can go higher for exceptional profiles. LOCATION We're prioritizing building our team with an in-person culture at our offices in Paris, San Francisco, and New York because we value the magic that happens when talented people work closely together. We have an office-first culture. Some of the best things about building at Dust are the energy, the fast decisions, and the unexpected conversations that unlock a hard problem, which happen because we are in the same room. Being together is not a formality, it is how we do our best work, and it is something we actively protect. That said, we hire people with strong judgement and we extend that trust to how they manage their time. When working from home makes more sense for what you need to get done that day, we trust you to make that call. WHY DUST The models are powerful enough. What's missing is the product layer where AI meets how companies actually work. That's what we're building: the infrastructure that lets any team turn scattered knowledge and tools into coordinated execution with agents they build, own, and run themselves. We use Dust ourselves every day. We get to shape how humans and agents collaborate while solving our own problems with the product we ship. That loop is rare, and it's why we move fast. If you're excited about defining a new category and want to join a determined team of optimists who focus on users, ship fast, and don't take themselves too seriously, we'd love to talk. Even if you don't check every box in our requirements, we encourage you to apply. We value diverse perspectives and backgrounds, and we're more interested in your potential and passion than a perfect match to our checklist. Learn how we think and work. * Our product constitution, a story about our mission * Agents at work - Latent Space, podcast with our cofounder, Stanislas Polu, 2024 * LLMs reasoning and agentic capabilities over time - dotAI, podcast with our cofounder, Stanislas Polu, 2024

Figma

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! As a Customer Success Manager, you’ll work directly with some of our largest customers to help them get the most value from the Figma platform. You'll design and deliver tailored enablement strategies that drive product adoption, help uncover new use cases, and support long-term success. In this highly collaborative role, you’ll partner with various internal teams such as Account Executives, Onboarding Managers, Technical Account Managers, and Industry Advocates to deliver a seamless and impactful customer experience to deliver thoughtful, engaging experiences for our customers. Your ability to build strong relationships, connect the dots between product features and customer goals, and communicate with clarity will make you a trusted advisor and strategic partner. If you’re passionate about helping customers thrive, enjoy solving complex problems, and love working at the intersection of product and customer success, we’d love to meet you. This is a Hybrid role, based from our Hub in Paris, France. What you’ll do at Figma: * Manage the adoption journey for a portfolio of large, strategic customers * Understand customer goals and success metrics, and use product data to inform proactive engagement strategies that lead to measurable value delivery * Document proactive engagement strategies as part of high quality, bespoke enablement plans * Share best practices, use cases, and product expertise to help teams unlock the full value of Figma * Build trusted relationships with stakeholders across roles and departments - from individual contributors to senior leaders * Identify and empower internal champions who can advocate for Figma within their organizations * Collaborate with Account Executives on account reviews, expansion opportunities, and renewal risk mitigation * Deliver live and scalable training sessions customized to customer maturity and needs * Partner cross-functionally with Onboarding Managers, Technical Account Managers, Solutions Consultants, and Industry Advocates to ensure customer success We’d love to hear from you if you have: * 4+ years of experience in Technical Account Management, Technical Customer Success, Customer Success, Customer Enablement, Account Management or a relevant customer-facing role in SaaS * Excellent communication skills, with the ability to connect with a wide range of customer personas * Strong product knowledge and a customer-first, consultative approach to solving challenges and driving adoption * A track record of driving impactful outcomes, adapting to evolving customer needs, and collaborating effectively with cross-functional teams * Fluency in French and English While it’s not required, it’s an added plus if you also have: * Experience using Figma or working with design and collaboration tools * Background in UX/UI, Design Ops, or Frontend Development 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. At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment. If you require accommodation, please reach out to accommodations-ext@figma.com. These modifications enable an individual with a disability to have an equal opportunity not only to get a job, but successfully perform their job tasks to the same extent as people without disabilities.  Examples of accommodations include but are not limited to:  * Holding interviews in an accessible location * Enabling closed captioning on video conferencing * Ensuring all written communication be compatible with screen readers * Changing the mode or format of interviews  To ensure the integrity of our hiring process and facilitate a more personal connection, we require all candidates keep their cameras on during video interviews. Additionally, if hired you will be required to attend in person onboarding. By applying for this job, the candidate acknowledges and agrees that any personal data contained in their application or supporting materials will be processed in accordance with Figma's Candidate Privacy Notice.