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Salary: USD 135,000 - 220,000 / annual
Formlabs is a 3D printing company powering innovation at over 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. The company builds tools that enable anyone to bring ideas to life, from cutting-edge products to life-saving medical devices.
This role reports to the Global Head of Services and owns cross-functional, high-stakes initiatives that span regions, services, product, and sales. You will define ambiguous problems, build the business case, align the organization, and drive implementation. You'll carry real operating responsibility with accountability for performance and results.
Key responsibilities include:
- Own 2-3 ambiguous, high-stakes initiatives simultaneously, from problem framing through implementation and change management. Recent examples include rebuilding technical training for sales, service, and resellers; owning the AI roadmap for customer support; and standing up service capabilities for new product launches.
- Run day-to-day execution for a team with real KPIs, headcount decisions, and weekly operating cadence.
- Build data-driven analysis to settle cross-functional debates. Pull data, model trade-offs, and deliver recommendations that withstand scrutiny from business-savvy stakeholders.
- Work across Product, Sales, Supply Chain, and Systems without formal authority to navigate obstacles and drive decisions.
- Represent Services in executive forums with the C-suite, presenting analysis and defending recommendations.
- Own the AI and self-service strategy, leading the team transforming post-sales customer experience and launching new capabilities that strengthen Formlabs' reputation for best-in-class support.
- Provide a path toward regional and global leadership of the services organization.
You'll work on problems that cut across the organization with no obvious answer on day one. Services touches every Formlabs customer, so problems are real and feedback loops are short. You'll have direct access to executive leadership, ownership of initiatives tied to company goals, and a clear trajectory toward running a global services organization. The company promotes from within, and this role is designed as a step toward senior leadership rather than a permanent staff position.
REQUIREMENTS:
- 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.
- Proven track record of owning something ambiguous end-to-end. You should be able to walk through a project where the problem wasn't defined at the start and explain what happened after the recommendation, not just what was in the deck.
- Ability to build long-term roadmaps and dive into technical details of customer escalations to resolve them quickly.
- Strong quantitative skills: you build your own models, are skeptical of your own numbers, and can explain complex trade-offs in three sentences to someone with ten minutes.
- Genuine interest in leading people. Prior management experience is not required, but you must want to develop as a leader.
- Willingness to engage directly with the actual work. Best leaders have troubleshot print failures themselves and engaged directly with end customers.
BONUS QUALIFICATIONS:
- Consulting experience at Bain, McKinsey, or BCG, ideally with service operations or hardware clients.
- MBA from a top program or 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.
