Senior Case Manager, Operations

Who you are

You have a proven track record in managing complex customer and partner cases, demonstrating your ability to navigate high-pressure situations with ease. Your organizational skills are top-notch, allowing you to handle multiple priorities effectively while maintaining a solution-oriented mindset. You thrive in a tech-enabled environment and have experience managing escalations, ensuring that all stakeholders are kept informed and engaged throughout the resolution process.

Your communication skills are exceptional, enabling you to liaise effectively with internal teams and external partners. You understand the importance of empathy in customer service and are committed to providing world-class support. You are detail-oriented and capable of monitoring case progress to ensure adherence to service level agreements (SLAs).

Desirable

Experience in a high-growth company is a plus, as is familiarity with logistics and supply chain management. You may have a background in project management, which will help you coordinate complex orders and supplier relationships effectively.

What you'll do

As a Senior Case Manager at Xometry, you will be responsible for managing and resolving complex, high-priority cases that involve multiple stakeholders. You will act as the escalation point for frontline support teams, providing guidance and hands-on resolution to ensure timely and effective support. Your role will involve coordinating across various departments, including Logistics, Quality, Account Management, and Partner Management, to investigate and resolve issues that arise.

You will manage supplier orders and ensure on-time shipments, assisting suppliers with any manufacturing challenges they may face. Your ability to perform open order reports with customers will be crucial in maintaining transparency and trust. You will also serve as a project manager for high line item bill of material orders, ensuring that all aspects of the order fulfillment process are executed smoothly.

Monitoring case progress will be a key part of your responsibilities, as you will need to ensure that all cases are resolved within the agreed-upon timelines. You will work closely with internal teams to drive resolution and maintain Xometry's commitment to world-class service.

What we offer

At Xometry, you will be part of a dynamic team that is dedicated to connecting innovative ideas with manufacturing capabilities. We offer a collaborative work environment where your contributions will have a direct impact on our success. You will have opportunities for professional growth and development as we continue to expand our digital marketplace.

We believe in fostering a culture of support and collaboration, where every team member is valued and encouraged to share their insights. Join us in our mission to empower manufacturers and buyers alike, and help shape the future of the manufacturing industry.