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.

The estimated base salary range for new hires into this role is $76,000-$99,000 annually + annual bonus depending on factors such as job-related skills, relevant experience, and location.  We also offer a competitive benefits package, including 401(k) match, medical, dental and vision insurance; life and disability insurance; generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave; EAP, other wellbeing resources; and much more.

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