Global Head of Fulfillment

Department: Operations
Location: Somerville, MA

About Formlabs:

To reinvent an industry, you have to build the best team. Join Formlabs if you want to join us in our mission to build the tools that make it possible for anyone to bring their ideas to life. 

Formlabs is looking for highly motivated individuals to join us as we bring groundbreaking professional 3D printers to every designer, engineer, factory floor and medical institution throughout the world! Companies like Google, Tesla, Gillette, and New Balance rely on the products and services that Formlabs provides, and the list is always growing. Join the exciting 3D printing industry where the possibilities are endless, innovation is at the core of what we do, and we strive to solve unique customer challenges.

Your Impact: 

Our Global Customer Fulfillment team is critical to our success, ensuring seamless delivery of our innovative 3D printing solutions to thousands of customers worldwide. We are looking for a Global Head of Customer Fulfillment who is passionate about operational excellence, data-driven decision-making, and continuous improvement. In this pivotal role, you further develop our distribution ensuring a positive customer order fulfillment process and you will lead the strategy leader of our global distribution network, directly impacting customer satisfaction and business scalability.

In this role you are expected to be the leader of the customer fulfillment team for the organization. You lead the team, you start initiatives, you manage internal stakeholders, you own vendor relationships, you have a helicopter view while also owning operational tasks. A critical aspect of this role is defining, tracking, and optimizing key performance indicators (KPIs) for the team and our third-party logistics partners. You will report to the COO and will manage a team of three.

What You’ll Do:

• Strategic Leadership: Develop and execute a comprehensive global fulfillment strategy that scales with Formlabs' rapid growth, ensuring efficient internal and external processes.
• End-to-End Flow Management: Oversee and optimize all aspects of inbound and outbound product flow, from supplier to end-customer, across a complex international network.
• Cross-Functional Supply Chain Enablement: Partner closely with internal teams, including (but not limited to):
  • Materials (Spectra): Provide critical support for inbound transportation, warehouse logistics, and direct-to-customer parcel shipments.
  • Global Trade & Compliance: Develop and implement strategies to mitigate tariff costs and ensure compliance across the supply chain.
  • Procurement & Sourcing: Lead tender management (RFP/RFQ) initiatives for logistics services, optimizing both cost efficiency and service levels.
• Process Automation: Drive automation projects within our ERP (NetSuite) and fulfillment systems to support the company's ambitious growth targets (doubling in size over 3 years) while maintaining lean operational resources.
• Inventory Excellence: Own and improve global inventory management, accuracy, and cycle counting programs to minimize discrepancies and optimize working capital.
• Customer Experience Champion: Act as an escalation point for complex customer fulfillment issues and RMAs, collaborating with customer-facing teams to ensure a best-in-class service experience.
• Logistics Optimization: Design, implement, and continuously refine local and international shipping strategies to enhance speed, reliability, and cost-effectiveness.
• Performance Measurement & Reporting: Establish metrics and reporting mechanisms to track team and vendor performance, providing clear, data-driven updates and strategic recommendations to senior leadership.

About You:

• Leadership & Experience:
• Minimum of 7 years of progressive leadership experience in global operations, supply chain, warehousing, or transportation, preferably within a high-growth or e-commerce environment.
• Demonstrated success in building, leading, and mentoring high-performing teams, fostering a culture of accountability and continuous improvement.
• Operational Expertise:
• Deep understanding of end-to-end global supply chain processes, including freight shipping, logistics, and multi-node distribution networks.
• Proven track record of optimizing operational efficiency, reducing costs, and improving service levels.
• Proficiency in leveraging data analytics, spreadsheets, and database tools for informed decision-making and performance monitoring.
• Strategic & Collaborative Acumen:
• Exceptional ability to navigate complex cross-functional environments, building strong relationships with internal stakeholders (e.g., Sales, Manufacturing, Engineering, Finance) to drive collaborative outcomes.
• Demonstrated experience in strategic vendor management and contract negotiation with 3PLs and logistics providers.
• Strong analytical and problem-solving skills, with a bias for action and a detail-oriented approach.
• Customer Centricity:
• An unwavering commitment to delivering an exceptional customer experience, balanced with operational efficiency and cost optimization.
• A proactive mindset, consistently seeking opportunities to exceed customer expectations.
• Adaptability & Communication:
• Highly adaptable and comfortable thriving in a fast-paced, dynamic, and rapidly evolving business environment.
• Ability to work effectively across different time zones and cultures, communicating clearly and concisely with diverse audiences, including senior leadership.

Bonus Skills: 

• Experience in working with or for a third-party logistics provider
• Familiarity with enterprise resource planning systems
• Experience in rapidly-growing startup environments

Our Benefits & Perks:

• 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.

To all recruitment agencies: Formlabs does not accept agency resumes. Please do not forward resumes to our jobs alias, Formlabs employees or any other company location. Formlabs is not responsible for any fees related to unsolicited resumes. Unsolicited resumes received will be considered our property and will be processed accordingly.