Senior Operational Excellence Manager

Xometry is seeking a strategic, results-driven Senior Operational Excellence Manager to join our growing team. This role is designed for a strategic thinker and hands-on executor who can analyze operational and customer service data, identify inefficiencies or performance gaps, and translate insights into actionable improvements. You will partner cross-functionally with Customer & Partner Support, Partner Network Management, and other operational teams to drive scalable process improvements and create standards  that enhance efficiency, customer and partner satisfaction, and financial performance.  

Key Responsibilities:

• Data Analysis & Insight Generation:
  • Conduct in-depth analysis of operational metrics, KPIs, and customer experience data to uncover trends, inefficiencies, and root causes of issues.
• Strategic Problem Solving & Recommendations: 
  • Identify high-impact areas for improvement across operational and customer service workflows.
  • Develop and present clear, evidence-based recommendations to executive leadership and team leads.
  • Collaborate with stakeholders to align improvement initiatives with company goals and customer and partner expectations.
• Implementation Support: 
  • Lead or co-lead implementation of approved recommendations, partnering closely with frontline and management teams.
  • Define KPIs for success, measure impact of initiatives, and iterate on changes as needed.
  • Provide change management guidance to ensure smooth adoption of new workflows or systems.
• Process Optimization & Standardization:
  • Map current processes and identify bottlenecks, inconsistencies, and manual inefficiencies.
  • Design and implement standardized procedures and documentation across teams to promote consistency, compliance, and quality.
  • Introduce tools and automation to reduce waste and increase productivity.
• Cross-functional Collaboration:
  • Act as a liaison between Customer Service, Partner Support, Product, Engineering, and Operations teams.
  • Foster a culture of continuous improvement through training, workshops, and coaching.
  • Share best practices across the organization and promote a data-first approach to operational strategy.

Qualifications:

• 7+ years of experience in operations, customer experience, business analysis, or related fields.
• Proven experience using data to identify problems, make recommendations, and drive process improvement.
• Proficiency in tools such as Excel/Google Sheets, SQL, BI dashboards (Looker, Tableau, Power BI, etc.).
• Strong understanding of customer and partner support  workflows and metrics
• Exceptional communication and stakeholder management skills.
• Ability to work independently and manage multiple initiatives in a fast-paced environment.
• Experience with CRM/ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk).
• Background in SaaS, marketplace, or partner-led businesses.

#LI-Hybrid