Full-Time

Head of Process Excellence

Customer Support

Posted on 5/30/2024

Formlabs

Formlabs

501-1,000 employees

Specializes in high-resolution SLA, SLS 3D printers

Data & Analytics
Automotive & Transportation
Hardware
Industrial & Manufacturing
Aerospace
Education

Senior

Cambridge, MA, USA

Required Skills
Communications
Customer Service
Requirements
  • Bachelor's degree in Business Administration, Operations Management, or related field; Master's degree preferred.
  • Proven track record of success in leading process standardization and improvement initiatives, preferably in a global customer service environment.
  • Strong project management skills with the ability to manage multiple projects simultaneously and drive results in a fast-paced environment.
  • Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively across diverse teams and cultures.
  • Strategic thinker with a data-driven approach to problem-solving and decision-making.
  • Experience with process mapping, Lean Six Sigma, or other process improvement methodologies (Black belt a plus)
  • Demonstrated leadership abilities, including the ability to motivate and inspire teams to achieve ambitious goals.
Responsibilities
  • Lead a global team consisting of Service Engineers, Training & Development and Documentation
  • Develop and execute a comprehensive strategy for standardizing customer service processes globally.
  • Develop and maintain standard operating procedures (SOPs) for customer service operations
  • Lead cross-functional teams to identify process improvement opportunities and implement best practices to drive operational excellence.
  • Establish key performance indicators (KPIs) to measure process performance and drive continuous improvement.
  • Collaborate with stakeholders at all levels of the organization to gain buy-in for process changes and ensure alignment with business objectives.
  • Drive the adoption of technology solutions and automation tools to streamline customer service processes and enhance the customer experience.
  • Monitor industry trends and benchmark best-in-class practices to stay ahead of the curve and continuously improve our processes.
  • Act as a change agent, promoting a culture of innovation, continuous improvement, and excellence in customer service delivery.

Formlabs, a leader in 3D printing technology, provides cutting-edge solutions with its high-resolution SLA and SLS printers. Employees at Formlabs enjoy a culture centered around continuous innovation and technical excellence, working with advanced materials and revolutionary LFS™ technology. The company's commitment to developing high-performance 3D printers and software ensures a dynamic work environment where technical skills and creativity are deeply valued.

Company Stage

Series E

Total Funding

$253.7M

Headquarters

Somerville, Massachusetts

Founded

2011

Growth & Insights
Headcount

6 month growth

-2%

1 year growth

-8%

2 year growth

2%

Benefits

Flexible vacation

Premium coverage for medical, dental, and vision plans

Paid parental leave

Commuter benefits

Unlimited 3D prints