Senior Case Manager, Operations

🕒 April 1

🦀 Maryland – Remote

🦀 Maryland – Remote

💵 $76k - $99k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Xometry

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

💰 $75M Series E on 2020-09

Manufacturing • Technology • Engineering

Xometry is a leading digital manufacturing marketplace, offering a comprehensive range of on-demand manufacturing and production solutions. Specializing in 3D printing, CNC machining, injection molding, and sheet metal fabrication, Xometry serves industries such as aerospace, automotive, medical, and electronics. The company provides instant quoting, DFM feedback, and quality assurance through its massive global supplier network, enabling clients to efficiently manage prototyping, high-volume production, and custom part manufacturing. Xometry emphasizes environmental sustainability with initiatives like carbon emission offsetting, and offers features such as the Xometry Instant Quoting Engine and Teamspace for streamlined project collaboration.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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