Services, Strategy & Operations

Who you are

• 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
• Consulting experience at Bain, McKinsey, or BCG, ideally with service operations or hardware clients
• MBA from a top program, or the equivalent experience from a high-growth operating role
• STEM degree
• Experience in customer support, field service, or post-sales at a high performing hardware tech company
• SQL, Python, R; comfortable building with AI coding tools
• Direct people management experience

What the job involves

• Global Services is the team customers reach when they have a critical print failure before a deadline, when a dental lab needs a printer back online the same day, or when a contract manufacturer is scaling from three printers to thirty
• We run technical support, field service, and self-service via AI and our support site across the Americas, EMEA, and APAC
• This role reports to the Global Head of Services and exists to take on the problems nobody currently owns: the ones that cut across regions, span Services and Product and Sales, and have no obvious answer on day one
• You'll define the problem, build the case, get the org aligned, and then actually ship the change
• Alongside that, you'll carry real operating responsibility, because we want strategists who are accountable for performance and results
• You will own our AI and self-service strategy and lead the team who is transforming our post-sales customer experience
• This role will be at the forefront of our most exciting initiatives, launching new capabilities that strengthen our reputation for the best in class customer support
• This role also provides a path to regional and global leadership of our services team
• Own two or three ambiguous, high-stakes initiatives at a time, from framing the problem through implementation and change management. Recent examples: rebuilding technical training for sales, service and resellers; owning our AI roadmap for customer support; stand up service capabilities for new product launches
• 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