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Head of Process Excellence - Customer Support

Formlabs

Formlabs

Customer Service
Somerville, MA, USA
Posted on Friday, May 31, 2024

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.

We are seeking an experienced and dynamic individual to lead our global efforts in process standardization and improvement for customer service. As the Head of Global Process Excellence for Customer Support, you will be responsible for developing and implementing strategies to enhance efficiency, quality, and consistency across our customer service operations worldwide. This role requires a strategic thinker with a strong background in process optimization, project management, and leadership.

Join us in shaping the future of customer service excellence in Additive Manufacturing. If you're passionate about driving process improvement and delivering exceptional customer experiences, we want to hear from you!

Key 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.

Qualifications:

  • 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.

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.