Global Head of Customer Experience

Do you want to change how the world creates

At Formlabs were building the tools that make it possible for anyone to bring their ideas to life from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50000 industry leaders worldwide including Apple Google Tesla New Balance and NASA. Together were helping everyone design prototype and manufacture faster than ever before.

Were a team of hands-on builders engineers and innovators reinventing how the world makes physical things. If youre ready to shape the future of fabrication come build it with us.

Global Services is the team customers reach when they have a critical print failure before a deadline when a dental lab needs a printer back online the same day or when a contract manufacturer is scaling from three printers to thirty. We run technical support field service and self-service via AI and our support site across the Americas EMEA and APAC.

This role reports to the Global Head of Services and exists to take on the problems nobody currently owns: the ones that cut across regions span Services and Product and Sales and have no obvious answer on day one. Youll define the problem build the case get the org aligned and then actually ship the change. Alongside that youll carry real operating responsibility because we want strategists who are accountable for performance and results.

You will own our AI and self-service strategy and lead the team who is transforming our post-sales customer experience. This role will be at the forefront of our most exciting initiatives launching new capabilities that strengthen our reputation for the best in class customer support. This role also provides a path to regional and global leadership of our services team.

• Own two or three ambiguous high-stakes initiatives at a time from framing the problem through implementation and change management. Recent examples: rebuilding technical training for sales service and resellers; owning our AI roadmap for customer support; stand up service capabilities for new product launches.
• Run day-to-day execution for a team with real KPIs headcount decisions and a weekly operating cadence
• Build the analysis that settles arguments. Pull the data model the trade-offs and bring a recommendation that survives scrutiny from people who know the business
• Work across Product Sales Supply Chain and Systems without formal authority and work through obstacles to get decisions made
• Represent Services in executive forums with the C suite. Document the analysis present the case and take the questions.

• 3 years in management consulting business or revenue operations strategy chief of staff roles or an operating role at a fast-growing hardware or technology company
• A track record of owning something ambiguous end-to-end. Well ask you to walk us through a project where the problem wasnt defined when you started and well ask what happened after the recommendation not just what was in the deck
• You can build the long term roadmap and dive into technical weeds of a customer escalation to get it resolved quickly
• Strong quantitative chops: you build your own models youre skeptical of your own numbers and you can explain a complex trade-off in three sentences to someone who has ten minutes
• Genuine interest in leading people. You may or may not have managed before. If you havent well teach you but you have to want it
• Willingness to get close to the actual work. Our best leaders have troubleshot a print failure themselves and engaged directly with end customers

• Consulting experience at Bain McKinsey or BCG ideally with service operations or hardware clients
• MBA from a top program or the equivalent experience from a high-growth operating role
• STEM degree
• Experience in customer support field service or post-sales at a high performing hardware tech company
• SQL Python R; comfortable building with AI coding tools
• Direct people management experience

Services touches every customer Formlabs has which means the problems here are real and the feedback loop is short. Youll have direct access to executive leadership ownership of initiatives that show up in company goals and a clear path toward running a global services organization. Were a team that promotes from within and this role is designed as a step toward senior leadership rather than a permanent staff position.

• Equity for every employee granted as RSUs
• Private health insurance
• Catered lunches plus snacks and drinks in the office
• Commuter support: a transit pass or parking depending on your office
• Paid parental leave
• Regular sponsored professional development opportunities
• Many opt-in culture events across our diverse community
• And of course unlimited 3D prints