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 keep track of multiple stakeholders and ensure timely resolutions. You thrive in a tech-enabled environment and are solution-oriented, always looking for ways to improve processes and outcomes. Your experience in managing escalations has equipped you with the skills to handle challenging situations effectively, ensuring that all parties involved feel supported and understood.

You are highly collaborative, working seamlessly with various departments such as Logistics, Quality, and Account Management. Your ability to communicate clearly and empathetically makes you a key player in resolving issues that may arise during the fulfillment of complex orders. You understand the importance of customer satisfaction and are committed to providing world-class service in every interaction.

Desirable

Experience in a high-growth environment is a plus, as it has prepared you to adapt quickly to changing circumstances and demands. Familiarity with supplier management and logistics will enhance your ability to coordinate effectively across teams. You are proactive in identifying potential challenges and are skilled at implementing solutions that benefit both customers and partners.

What you'll do

As a Senior Case Manager at Xometry, you will take charge of managing and resolving complex, high-priority customer and partner cases. This involves coordinating with multiple internal and external stakeholders to ensure that all issues are addressed promptly and effectively. You will be the escalation point for frontline support teams, providing guidance and hands-on resolution to ensure that cases are handled with the utmost care and attention.

You will manage supplier orders and oversee on-time shipments, assisting suppliers with any manufacturing challenges they may face. Your role will also include performing open order reports with customers to keep them informed of their order status and managing the fulfillment of complex orders. You will act as a project manager for high line item bill of material orders, ensuring that all components are tracked and delivered as expected.

Monitoring case progress and ensuring adherence to service level agreements (SLAs) will be a critical part of your responsibilities. You will work closely with various departments to investigate and resolve issues, ensuring that all stakeholders are kept in the loop throughout the process. Your ability to manage multiple cases simultaneously while maintaining a high level of service will be key to your success in this role.

What we offer

At Xometry, we value our employees and strive to create a supportive and engaging work environment. You will have the opportunity to work with a talented team dedicated to transforming the manufacturing industry. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to connect innovative ideas with the manufacturing capabilities that can bring them to life.