Job Description

Xometry is seeking a Senior Case Manager to resolve complex customer and partner issues. This role involves managing escalations, driving resolution of high-impact cases, and ensuring world-class service in a high-growth, tech-enabled environment.

Responsibilities

• Manage and resolve complex customer and partner cases
• Manage supplier orders
• Manage on time shipments
• Perform open order reports
• Manage complex order fulfillment
• Project manage high line item orders
• Serve as escalation point for support teams
• Coordinate across departments
• Monitor case progress and ensure SLA adherence
• Identify trends and propose scalable solutions
• Create and maintain documentation
• Coach and mentor junior case managers
• Communicate with executive leadership

Requirements

• 5+ years of experience in customer support, case management, or supply chain operations
• Proven ability to resolve high-pressure cases
• Strong communication and negotiation skills
• Experience as a QE or SQE
• Project management experience
• Supplier Management
• Familiarity with CRM systems
• Comfortable working with data
• High degree of ownership and accountability
• Bachelor's degree preferred

Benefits

• No benefits