{"schemaVersion":"jobsearcher.job.v1","id":"0a9127f4e97bd48b42a4417e","url":"https://jobsearcher.com/jobs/0a9127f4e97bd48b42a4417e","canonicalUrl":"https://jobsearcher.com/jobs/0a9127f4e97bd48b42a4417e","title":"Senior Case Manager, Operations","description":"Overview 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.\r\nWe 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.\r\nKey Responsibilities Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders.\r\nManage On time shipments with suppliers and assist suppliers with manufacturing challenges\r\nPerform open order reports with customers\r\nManage the fulfillment of complex orders\r\nProject manager high line item bill of material orders\r\nServe as the escalation point for frontline support teams, providing guidance and hands-on resolution.\r\nCoordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues.\r\nMonitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded.\r\nProactively identify trends or systemic issues and propose scalable solutions to reduce future case volume.\r\nCreate and maintain documentation, workflows, and knowledge bases to support internal training and process improvements.\r\nCoach and mentor junior case managers and support staff.\r\nCommunicate effectively with executive leadership when required, providing data-driven insights and status updates.\r\nQualifications 5+ years of experience in customer support, case management, supply chain operations, or a related field, preferably in a tech, manufacturing, or logistics environment.\r\nProven ability to resolve high-pressure, time-sensitive cases with a customer-first mindset.\r\nStrong communication, negotiation, and conflict resolution skills.\r\nExperience as a QE or SQE\r\nCNC Experience is a bonus\r\nFamiliarity with CRM systems such as Salesforce or Zendesk; experience with ERP tools and logistics platforms a plus.\r\nComfortable working with data to track KPIs and identify root causes.\r\nHigh degree of ownership, initiative, and accountability.\r\nBachelor's degree in Business, Engineering, Supply Chain, or a related field preferred.\r\nXonomy 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.\r\nFor 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.#J-18808-Ljbffr","company":"Xometry","rawCompany":"xometry","city":"Silver Spring","state":"MD","isRemote":false,"isActive":false,"createdAt":"2026-08-06T01:13:40.741Z","occupations":[{"code":"11-3071.04","title":"Supply Chain Managers","slug":"supply-chain-managers"},{"code":"13-1081.00","title":"Logisticians","slug":"logisticians"},{"code":"43-5061.00","title":"Production, Planning, and Expediting Clerks","slug":"production-planning-and-expediting-clerks"}],"industries":[{"code":"333248","title":"All Other Industrial Machinery Manufacturing","slug":"all-other-industrial-machinery-manufacturing"},{"code":"333613","title":"Mechanical Power Transmission Equipment Manufacturing","slug":"mechanical-power-transmission-equipment-manufacturing"},{"code":"493110","title":"General Warehousing and Storage","slug":"general-warehousing-and-storage"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Case Manager, Operations","description":"Overview 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.\r\nWe 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.\r\nKey Responsibilities Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders.\r\nManage On time shipments with suppliers and assist suppliers with manufacturing challenges\r\nPerform open order reports with customers\r\nManage the fulfillment of complex orders\r\nProject manager high line item bill of material orders\r\nServe as the escalation point for frontline support teams, providing guidance and hands-on resolution.\r\nCoordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues.\r\nMonitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded.\r\nProactively identify trends or systemic issues and propose scalable solutions to reduce future case volume.\r\nCreate and maintain documentation, workflows, and knowledge bases to support internal training and process improvements.\r\nCoach and mentor junior case managers and support staff.\r\nCommunicate effectively with executive leadership when required, providing data-driven insights and status updates.\r\nQualifications 5+ years of experience in customer support, case management, supply chain operations, or a related field, preferably in a tech, manufacturing, or logistics environment.\r\nProven ability to resolve high-pressure, time-sensitive cases with a customer-first mindset.\r\nStrong communication, negotiation, and conflict resolution skills.\r\nExperience as a QE or SQE\r\nCNC Experience is a bonus\r\nFamiliarity with CRM systems such as Salesforce or Zendesk; experience with ERP tools and logistics platforms a plus.\r\nComfortable working with data to track KPIs and identify root causes.\r\nHigh degree of ownership, initiative, and accountability.\r\nBachelor's degree in Business, Engineering, Supply Chain, or a related field preferred.\r\nXonomy 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.\r\nFor 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.#J-18808-Ljbffr","datePosted":"2026-08-06T01:13:40.741Z","dateModified":"2026-08-06T01:13:40.741Z","hiringOrganization":{"@type":"Organization","name":"Xometry","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Silver Spring","addressRegion":"MD","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"0a9127f4e97bd48b42a4417e"},"url":"https://jobsearcher.com/jobs/0a9127f4e97bd48b42a4417e"}}