Global AI & Support Strategy Leader

Front Door Defense; Somerville, Northern (MA, KY); Hybrid; USD 135,000 - 220,000; Full time

Benefits offered by this job

Equity (RSUs)

Private health insurance

Catered lunches

Commuter support

Parental leave

Professional development

Culture events

Unlimited 3D prints

Job summary

Formlabs, based in Somerville, Massachusetts, is seeking a Head of AI and Support Strategy to define and implement a global AI and self-service strategy across Services. You will own ambitious initiatives, align cross-functional teams, and drive operating performance.

You will lead a team transforming post-sales customer experience, launching new capabilities that strengthen our reputation for best-in-class support.

Qualifications

• 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.

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.

Skills

Management consulting

Strategy

Leadership

Quantitative modeling

Data storytelling

Cross-functional collaboration

Education

MBA

STEM degree

Tools

SQL

Python

R

AI coding tools

Job description

Formlabs, based in Somerville, Massachusetts, is seeking a Head of AI and Support Strategy to define and implement a global AI and self-service strategy across Services. You will own ambitious initiatives, align cross-functional teams, and drive operating performance.

You will lead a team transforming post-sales customer experience, launching new capabilities that strengthen our reputation for best-in-class support.