Services Strategy & Operations

Formlabs•Somerville, MA

About The Position

Formlabs is 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 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. Together, we're helping everyone design, prototype, and manufacture faster than ever before. We're a team of hands-on builders, engineers, and innovators reinventing how the world makes physical things. If you're 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. You'll define the problem, build the case, get the org aligned, and then actually ship the change. Alongside that, you'll 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.

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
A track record of owning something ambiguous end-to-end. We'll ask you to walk us through a project where the problem wasn't defined when you started, and we'll 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, you're 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 haven't, we'll 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

Nice To Haves

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

Responsibilities

Own two or three ambiguous, high-stakes initiatives at a time, from framing the problem through implementation and change management.
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.