Senior Case Manager, Operations

🕒 Abril 1

🦀 Maryland – Remoto

🦀 Maryland – Remote

💵 $76.000 - $99.000 / ano

⏰ Tempo Integral

🟠 Sênior

⚙️ Operações

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Xometry

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

Fundada em 2013

💰 $75.000.000 Series E em 2020-09

Manufacturing • Technology • Engineering

Xometry é um marketplace líder em manufatura digital, oferecendo um portfólio completo de soluções de produção e manufatura sob demanda. Especializada em impressão 3D, usinagem CNC, moldagem por injeção e fabricação de chapas metálicas, a Xometry atende setores como aeroespacial, automotivo, médico e eletrônicos. A empresa oferece cotação instantânea, feedback de DFM (Design for Manufacturability) e garantia de qualidade por meio de sua ampla rede global de fornecedores, permitindo que os clientes gerenciem com eficiência a prototipagem, a produção em alto volume e a fabricação de peças personalizadas. A Xometry prioriza a sustentabilidade ambiental com iniciativas como compensação de emissões de carbono e oferece recursos como o Xometry Instant Quoting Engine e o Teamspace para uma colaboração de projetos mais ágil.

Descrição

• Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders. • Manage supplier orders. • Manage On time shipments with suppliers and assist suppliers with manufacturing challenges. • Perform open order reports with customers. • Manage the fulfillment of complex orders. • Project manage high line item bill of material orders. • Serve as the escalation point for frontline support teams, providing guidance and hands-on resolution. • Coordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues. • Monitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded. • Proactively identify trends or systemic issues and propose scalable solutions to reduce future case volume. • Create and maintain documentation, workflows, and knowledge bases to support internal training and process improvements. • Coach and mentor junior case managers and support staff. • Communicate effectively with executive leadership when required, providing data-driven insights and status updates.

🎯 Requisitos

• 5+ years of experience in customer support, case management, supply chain operations, or a related field, preferably in a tech, manufacturing, or logistics environment. • Proven ability to resolve high-pressure, time-sensitive cases with a customer-first mindset. • Strong communication, negotiation, and conflict resolution skills. • Experience as a QE or SQE. • Project management experience. • Supplier Management. • CNC Experience is a bonus. • Familiarity with CRM systems such as Salesforce or Zendesk; experience with ERP tools and logistics platforms a plus. • Comfortable working with data to track KPIs and identify root causes. • High degree of ownership, initiative, and accountability. • Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred.

🏖️ Benefícios

• 401(k) match • Medical, dental and vision insurance • Life and disability insurance • Generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave • EAP, other wellbeing resources