Senior Case Manager, Operations

Xometry•Denver, CO

55d•$76,000 - $99,000•Hybrid

About The Position

Xometry (NASDAQ: XMTR) powers the industries of today and tomorrow by connecting the people with big ideas to the manufacturers who can bring them to life. Xometry’s digital marketplace gives manufacturers the critical resources they need to grow their business while also making it easy for buyers at Fortune 1000 companies to tap into global manufacturing capacity. 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.

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
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.

Nice To Haves

CNC Experience is a bonus

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.

Benefits

We also offer a competitive benefits package, including 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; and much more.

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