Strategic Initiatives Program Manager - Customer Experience

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 cross-functional initiatives that drive real impact? Join us as our Strategic Initiatives Program Manager - Customer Experience, where you'll sit at the intersection of strategy, operations, and innovation — building the future of world-class customer support for a cutting-edge hardware company.

At Formlabs, we’re building the tools that make it possible for anyone to bring their ideas to life — and that starts with delivering an exceptional customer experience. We’re 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, you’ll lead high-impact, cross-functional projects aligned with our OKRs to improve customer experience, team efficiency, and service quality.

This role has hybrid on-site expectations, 3x per week in-office, based in either Milwaukee, WI or Somerville, MA.

What You’ll Do:

• As part of the Services leadership team, you’ll act as a force multiplier across our organization — identifying opportunities, aligning stakeholders, and executing transformative initiatives.
• You’ll collaborate across Sales, Product, Engineering, Operations, Systems and other teams to drive change and deliver results.
• Own and drive global, cross-functional projects tied to Customer Experience OKRs
• Identify high-leverage 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 data-backed 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 high-growth 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 You’ll Love This Role:

• Work on highly visible, high-impact projects with executive-level exposure
• Help shape the future of how we support our customers globally
• Collaborate with a driven, diverse, and supportive team that’s passionate about solving tough problems
• Combine your strategic skillset with hands-on execution in a fast-moving 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)
• Tenure-based paid Sabbatical Leave (up to 6 weeks)
• Flexible Out of Office Plan – Take time when you need it
• Ample on-site parking & pre-tax commuter benefits
• Healthy on-site lunches, snacks, beverages, & treats
• Regular sponsored professional development opportunities
• Many opt-in 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 don't check every box, but see yourself contributing, please apply. Help us build an inclusive community that will change the face of 3D printing.