Xometry · 3 hours ago
Senior Case Manager, Operations
Denver, CO
Full-time
Hybrid
Senior Level
$76K/yr - $99K/yr
5+ years expXometry is a company that connects innovative ideas with manufacturing capabilities. They are seeking a Senior Case Manager to resolve complex issues involving customers, manufacturing partners, and logistics, ensuring effective support and service delivery.
3D PrintingArtificial Intelligence (AI)Industrial EngineeringSoftware
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
Qualification
Required
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
Comfortable working with data to track KPIs and identify root causes
High degree of ownership, initiative, and accountability
Preferred
CNC Experience is a bonus
Familiarity with CRM systems such as Salesforce or Zendesk; experience with ERP tools and logistics platforms a plus
Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred
Benefits
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
Company
Xometry
Xometry is an online marketplace that allows customers to access a network of machine shops and custom manufacturers.
1001-5000 employees
H1B Sponsorship
Xometry has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2023 (1)
2022 (1)
2020 (1)
Funding
Current Stage
Public CompanyTotal Funding
$447.2MKey Investors
T. Rowe PriceBosch VenturesGreenspring Associates
2025-06-10Post Ipo Debt· $250M
2021-06-30IPO
2020-09-09Series E· $75M
Leadership Team
Randy Altschuler
Founder and CEO
James Miln
Chief Financial Officer
Recent News
2025-12-14
2025-11-11
Company data provided by crunchbase