Xometry
Join to apply for the
Senior Case Manager, Operations
role at
Xometry 1 day ago Be among the first 25 applicants Join to apply for the
Senior Case Manager, Operations
role at
Xometry Get AI-powered advice on this job and more exclusive features. 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.
Apply fast, check the full description by scrolling below to find out the full requirements for this role.
About Xometry
Xometry is the leading AI-driven digital marketplace for on-demand manufacturing. We connect enterprise buyers with manufacturers around the world, offering instant quoting, fast lead times, and an expansive network of vetted partners. Our mission is to modernize the manufacturing industry by simplifying the sourcing process for engineers, procurement professionals, and manufacturers alike.
Position Overview
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.
Key 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.
Qualifications
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 CNC Experience is a bonus 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.
Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionOther IndustriesSoftware Development Referrals increase your chances of interviewing at Xometry by 2x Get notified about new Senior Case Manager jobs in
Boston, MA . Senior Manager of Patient Support Operations Waltham, MA $151,000.00-$208,000.00 2 weeks ago Senior Specialist, Pharmacovigilance Quality and Compliance Waltham, MA $112,000.00-$154,000.00 8 hours ago Director Clinical Documentation IntegrityEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorVolunteer: ESOL Student Relationship ManagerEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) Tutor 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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Senior Case Manager, Operations
role at
Xometry 1 day ago Be among the first 25 applicants Join to apply for the
Senior Case Manager, Operations
role at
Xometry Get AI-powered advice on this job and more exclusive features. 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.
Apply fast, check the full description by scrolling below to find out the full requirements for this role.
About Xometry
Xometry is the leading AI-driven digital marketplace for on-demand manufacturing. We connect enterprise buyers with manufacturers around the world, offering instant quoting, fast lead times, and an expansive network of vetted partners. Our mission is to modernize the manufacturing industry by simplifying the sourcing process for engineers, procurement professionals, and manufacturers alike.
Position Overview
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.
Key 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.
Qualifications
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 CNC Experience is a bonus 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.
Xometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
For US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Seniority level
Seniority levelMid-Senior level Employment type
Employment typeFull-time Job function
Job functionOther IndustriesSoftware Development Referrals increase your chances of interviewing at Xometry by 2x Get notified about new Senior Case Manager jobs in
Boston, MA . Senior Manager of Patient Support Operations Waltham, MA $151,000.00-$208,000.00 2 weeks ago Senior Specialist, Pharmacovigilance Quality and Compliance Waltham, MA $112,000.00-$154,000.00 8 hours ago Director Clinical Documentation IntegrityEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorVolunteer: ESOL Student Relationship ManagerEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) TutorEAS - Educating All Students (NY Teaching exam) Tutor 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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