Senior Operational Excellence Manager

Xometry•Boston, MA

63d•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. 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.

Requirements

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.

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.