Xometry
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The following information provides an overview of the skills, qualities, and qualifications needed for this role. Xometry is seeking a strategic, results-driven Senior Manager/Manager, Operational Excellence 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 include: Conduct in-depth analysis of operational metrics, KPIs, and customer experience data to uncover trends, inefficiencies, and root causes of issues; 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; 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; 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; 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 include 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. Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionManagement and Manufacturing IndustriesSoftware Development Referrals increase your chances of interviewing at Xometry by 2x Get notified about new Operational Excellence Manager jobs in
Boston, MA . Boston, MA $150,000.00-$160,000.00 4 weeks ago Boston, MA $124,706.00-$187,060.00 3 weeks ago General Manager - Clinical Care Business Boston, MA $124,706.00-$187,060.00 3 days ago Boston, MA $124,706.00-$187,060.00 1 day ago Senior Operations Manager- Retail Encore Boston Harbor Foxborough, MA $110,000.00-$130,000.00 3 weeks ago Newton, MA $109,000.00-$185,000.00 4 days ago Waltham, MA $149,000.00-$205,000.00 5 days ago Boston, MA $75,000.00-$105,000.00 1 month ago Boston, MA $90,000.00-$100,000.00 1 year ago Senior Manager/Associate Director Strategic Analytics and OperationsManager/Senior Manager - Analytics Consulting (Pharma & Life sciences)In Room Dining Assistant General Manager - Encore Boston Harbor Boston, MA $149,000.00-$161,000.00 1 month ago Sudbury, MA $60,000.00-$65,000.00 3 weeks ago Senior Manager of Patient Support Operations Waltham, MA $151,000.00-$208,000.00 2 weeks ago Senior Manager, Manufacturing Engineering We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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The following information provides an overview of the skills, qualities, and qualifications needed for this role. Xometry is seeking a strategic, results-driven Senior Manager/Manager, Operational Excellence 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 include: Conduct in-depth analysis of operational metrics, KPIs, and customer experience data to uncover trends, inefficiencies, and root causes of issues; 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; 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; 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; 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 include 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. Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionManagement and Manufacturing IndustriesSoftware Development Referrals increase your chances of interviewing at Xometry by 2x Get notified about new Operational Excellence Manager jobs in
Boston, MA . Boston, MA $150,000.00-$160,000.00 4 weeks ago Boston, MA $124,706.00-$187,060.00 3 weeks ago General Manager - Clinical Care Business Boston, MA $124,706.00-$187,060.00 3 days ago Boston, MA $124,706.00-$187,060.00 1 day ago Senior Operations Manager- Retail Encore Boston Harbor Foxborough, MA $110,000.00-$130,000.00 3 weeks ago Newton, MA $109,000.00-$185,000.00 4 days ago Waltham, MA $149,000.00-$205,000.00 5 days ago Boston, MA $75,000.00-$105,000.00 1 month ago Boston, MA $90,000.00-$100,000.00 1 year ago Senior Manager/Associate Director Strategic Analytics and OperationsManager/Senior Manager - Analytics Consulting (Pharma & Life sciences)In Room Dining Assistant General Manager - Encore Boston Harbor Boston, MA $149,000.00-$161,000.00 1 month ago Sudbury, MA $60,000.00-$65,000.00 3 weeks ago Senior Manager of Patient Support Operations Waltham, MA $151,000.00-$208,000.00 2 weeks ago Senior Manager, Manufacturing Engineering We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
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