Senior Case Manager, Operations New Gaithersburg, Maryland, United States

Xometry Inc.; Gaithersburg (MD); On-site; USD 70,000 - 95,000; Full time

Job summary

A leading company in on-demand manufacturing is seeking a Senior Case Manager to manage complex customer and partner issues. This role involves ensuring high-quality support while coordinating with logistics and internal teams. Candidates should have a strong background in service management, excellent communication skills, and experience in high-pressure environments.

Qualifications

• 5+ years experience in customer support or case management.
• Ability to resolve high-pressure, time-sensitive cases.
• Experience with CRM systems and data analysis.

Responsibilities

• Manage and resolve complex, high-priority customer and partner cases.
• Coordinate across departments to investigate and resolve issues.
• Coach and mentor junior case managers.

Skills

Communication

Negotiation

Conflict Resolution

Education

Bachelor's degree in Business, Engineering, Supply Chain, or a related field

Tools

Salesforce

Zendesk

Job description

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.

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 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
• 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.

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