About this role
Formlabs is building the tools that make it possible for anyone to bring their ideas to life, from advanced products to medical devices. Within this ecosystem, the Global Services team operates technical support, field service, and self-service via AI and support sites across multiple regions.
The Head of AI and Support Strategy will own the AI and self-service strategy, leading the team that transforms the post-sales customer experience. Operating within a hands-on environment, this person will tackle complex, cross-functional problems that span Services, Product, and Sales, taking initiatives from ambiguity to actual implementation.
This role suits structured thinkers with strong quantitative skills who want to drive operational performance and connect strategy with hands-on execution. Candidates should be comfortable navigating ambiguous operational challenges, building analytical models, and communicating complex trade-offs to executive leadership.
What you will do
- Own two or three ambiguous, high-stakes initiatives at a time, managing them from initial problem framing through implementation and change management.
- Run day-to-day execution for a team with established KPIs, headcount decisions, and a weekly operating cadence.
- Build quantitative analyses and models to settle internal disagreements and drive data-backed recommendations.
- Collaborate across Product, Sales, Supply Chain, and Systems without formal authority to resolve obstacles and secure decisions.
- Represent the Services team in executive forums with the C-suite by documenting analyses and presenting recommendations.
- Own the AI roadmap for customer support and lead the team transforming the post-sales customer experience.
What you need
- Bring three or more years of experience in management consulting, business or revenue operations, strategy, chief of staff roles, or an operating role at a fast-growing hardware or tech company.
- Demonstrate a track record of owning ambiguous projects end-to-end from problem definition to post-recommendation execution.
- Show the ability to build long-term strategic roadmaps while remaining capable of diving into technical details during customer escalations.
- Possess strong quantitative skills to independently build models, evaluate numbers critically, and explain complex trade-offs concisely.
- Demonstrate a genuine interest in leading and managing people.
- Show willingness to get close to actual operations, such as troubleshooting print failures and engaging directly with end customers.
Nice to have
- 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
- Familiarity with SQL, Python, R, and building with AI coding tools
Benefits
- Equity for every employee granted as RSUs
- Private health insurance
- Catered lunches, plus snacks and drinks in the office
- Commuter support with a transit pass or parking
- Paid parental leave
- Regular sponsored professional development opportunities
Skills and tech stack
Questions candidates ask
What is the compensation range for this role?
The annual base pay range for this role is $135,000 to $220,000 USD. Additionally, every employee receives equity granted as RSUs.
What kind of projects will I work on?
You will own two or three ambiguous, high-stakes initiatives at a time, such as rebuilding technical training for sales, service and resellers, owning the AI roadmap for customer support, or standing up service capabilities for new product launches.
Where is the job located?
The role is located in Somerville, MA.
What background is Formlabs looking for?
The company looks for candidates with 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.