Senior Case Manager, Operations

We are seeking a Senior Case Manager to join our growing team and serve as a key player in resolving complex customer and partner issues. The ideal candidate will be highly organized, solution-oriented, and experienced in managing escalations in a high-growth, tech-enabled environment. As a Senior Case Manager, you will drive resolution of high-impact cases involving customers, manufacturing partners, logistics, and internal teams. You’ll ensure timely, empathetic, and effective support aligned with Xometry’s commitment to world-class service.

Key Responsibilities:

• 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 manager 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.

Qualifications:

• 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.

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