Mystery Shopping Operations Specialist - Formlabs

Do you want to change how the world creates?

At Formlabs, we’re building the tools that make it possible for anyone to bring their ideas to life, from cutting-edge products to life-saving medical devices. Our 3D printing technology powers innovation at more than 50,000 industry leaders worldwide, including Apple, Google, Tesla, New Balance, and NASA. Together, we’re helping everyone design, prototype, and manufacture faster than ever before.

The Mystery Shopping Operations Specialist will support the end-to-end execution of Formlabs' global Customer Experience (CX) Audit program. This role assists in overseeing the operational health of Direct Sales and Channel Partner audits across AMER, EMEA, and APAC regions. You will help manage a high volume of recurring audits, support B2B mystery shopper simulations, and track issue resolution across the organization.

We’re a team of hands-on builders, engineers, and innovators reinventing how the world makes physical things. If you’re ready to shape the future of fabrication, come build it with us.

**This is a Hybrid role that requires weekly on-site presence in the Budapest office**

The Job:

• Execution & Coordination: Coordinate the end-to-end delivery of annual mystery shopping audits across multiple continents and time zones.
• Shopper Lifecycle: Source, onboard, and coordinate a global network of shoppers, including professional personas (e.g., engineers, dentists) capable of technical B2B discussions.
• Infrastructure Management: Maintain operational infrastructure according to a defined quarterly roadmap, including simulated domains and communication systems for shoppers.
• Evaluation Rubric: Apply grading systems to measure website accuracy and sales process performance.
• AI Implementation: Manage AI-driven audit tools for reseller website checks and provide human oversight to ensure accuracy.
• Playbook Stewardship: Contribute to the maintenance of the centralized Mystery Shopping Playbook.
• Issue Resolution: Track revenue-critical and accuracy issues, following up with stakeholders on resolution status.
• Cross-Functional Liaison: Support communication between Marketing and Customer Ops teams.
• Shopper Management: Conduct excellent briefing and onboarding calls and day-to-day coordination for the shopper network.

You:

• Professional Experience: 2+ years of experience in Marketing Operations, Customer Experience, or Project Coordination, preferably within a technical or B2B hardware environment.
• Technical Proficiency: Ability to understand and discuss complex 3D printing technology to train shoppers effectively.
• Operational Excellence: High attention to detail with the ability to track multiple task ETAs and templates.
• B2B Expertise: Experience creating realistic professional personas and scenarios for technical sales audits.
• Analytical Mindset: Ability to analyze audit scores to identify and bridge performance gaps.

Bonus Skills:

• Passion for 3D printing and emerging technologies
• Experience in a fast-growing startup environment

We Offer:

• Hybrid work
• Catered lunch at the office 3 days per week
• Private health insurance with Medicover (Blue package + hospital coverage)
• A monthly or quarterly public transportation pass for Budapest
• Shares in the company (we're a double unicorn company!)
• Free beverages and snacks at the office
• All You Can Move sports pass
• Free 3D prints
• An inclusive, dog-friendly office with diverse and inspiring colleagues
• Development opportunities both in-house and off-site
• Fun team events
  

We build amazing things. Come join us!

We are an equal opportunity employer and value diversity in our company.  We do not discriminate on the basis of race, religion, colour, 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.

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