Strategic Initiatives Program Manager - Customer Experience
Strategic Initiatives Program Manager - Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
To reinvent an industry you have to build the best team. Join Formlabs if you want to bring groundbreaking professional 3D printers to the desktop of every designer engineer researcher and artist in the world.
Are you passionate about transforming customer experiences at a global scale Are you a strategic thinker with a bias for action eager to lead crossfunctional initiatives that drive real impact Join us as our Strategic Initiatives Program Manager Customer Experience where youll sit at the intersection of strategy operations and innovation building the future of worldclass customer support for a cuttingedge hardware company.
At Formlabs were building the tools that make it possible for anyone to bring their ideas to life and that starts with delivering an exceptional customer experience. Were looking for a Strategic Initiatives Program Manager Customer Experience to help drive the next evolution of our global support organization. In this senior individual contributor role youll lead highimpact crossfunctional projects aligned with our OKRs to improve customer experience team efficiency and service quality.
This role has hybrid onsite expectations 3x per week inoffice based in either Milwaukee WI or Somerville MA.
What Youll Do:
- As part of the Services leadership team youll act as a force multiplier across our organization identifying opportunities aligning stakeholders and executing transformative initiatives.
- Youll collaborate across Sales Product Engineering Operations Systems and other teams to drive change and deliver results.
- Own and drive global crossfunctional projects tied to Customer Experience OKRs
- Identify highleverage opportunities and bring clarity to complex problems across systems tools and processes
- Leverage Lean Six Sigma and operational best practices to improve workflows and reduce friction
- Build business cases and influence senior stakeholders with clear insights and recommendations
- Partner with analytics teams to design dashboards (Looker Studio a plus) and track progress
- Help identify and implement AI solutions within the customer support space
- Communicate insights and recommendations to leadership with databacked narratives
What You Bring:
- 3 years of experience in strategy operations consulting or related fields
- A strategic analytical mindset with a track record of driving initiatives from concept to impact
- Strong analytical skills and comfort with data (basic SQL or scripting a plus)
- Experience working in dynamic evolving businesses ideally in highgrowth companies
- STEM degree preferred; MBA or equivalent experience preferred
- Familiarity with customer support for technical hardware products
- Bonus: Experience implementing AI in service workflows or hardware support
Why Youll Love This Role:
- Work on highly visible highimpact projects with executivelevel exposure
- Help shape the future of how we support our customers globally
- Collaborate with a driven diverse and supportive team thats passionate about solving tough problems
- Combine your strategic skillset with handson in a fastmoving environment
Our Perks & Benefits:
- Robust equity program to build future wealth through RSUs
- Comprehensive healthcare coverage (Medical Dental Vision)
- Low cost fund options in our 401K and access to advisors
- Generous paid Parental Leave (up to 16 weeks)
- Tenurebased paid Sabbatical Leave (up to 6 weeks)
- Flexible Out of Office Plan Take time when you need it
- Ample onsite parking & pretax commuter benefits
- Healthy onsite lunches snacks beverages & treats
- Regular sponsored professional development opportunities
- Many optin culture events across our diverse community
- And of course unlimited 3D prints
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status.
Even if you dont check every box but see yourself contributing please apply. Help us build an inclusive community that will change the face of 3D printing.
Required Experience:
Manager
Employment Type
Full Time
