Senior Manager, Operational Excellence

3 days ago Be among the first 25 applicants 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 level Mid-Senior level Employment type

Employment type Full-time Job function

Job function Management and Manufacturing Industries Software Development Referrals increase your chances of interviewing at Xometry by 2x Get notified about new Operational Excellence Manager jobs in

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