Strategic Initiatives Program Manager – Customer Experience
| Company | Formlabs |
|---|---|
| Location | Cambridge, MA, USA, Milwaukee, WI, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s, MBA |
| Experience Level | Mid Level, Senior |
Requirements
- 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
- Familiarity with customer support for technical hardware products
Responsibilities
- Act as a force multiplier across the organization — identifying opportunities, aligning stakeholders, and executing transformative initiatives
- 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
Preferred Qualifications
- STEM degree preferred; MBA or equivalent experience preferred
- Bonus: Experience implementing AI in service workflows or hardware support