Case Manager, Business Operations

We are hiring a Case Manager, Business Operations to support our rapid customer growth. Do you thrive on working on the edge? Do you want to transform an industry? This job is for you if your true strength is the ability to prioritize and communicate effectively to get you through even the most demanding of situations. As a Case Manager, Business Operations you will be part of a fast-moving team of technical professionals who solve supply chain problems for customized parts.

What do we do in Case Management?

• Take actions to improve on-time delivery, quality, and customer satisfaction
• Track and monitor the progress of numerous customer orders and partner jobs
• Provide excellent customer and partner service by building relationships, creating partnerships, and by providing frequent and timely customer interactions on order updates
• Apply first-hand technical knowledge (or leverage other subject matter experts) on manufacturing design and production to ensure jobs are delivered on time
• Understand supplier capabilities and execute supplier oversight activities, which includes frequent phone assessments, detailed schedule creation, quality reviews, and supplier corrective actions
• Assess the impact of manufactured part rejections; communicate with suppliers and customers to work through problems and resolve cases
• Manage customer complaints that result in replacements for returned products
• Report out on status, risk, and efforts to recover troubled orders and jobs

Responsibilities:

• Document all case activity in central database
• Leverage company technology platforms and comply with the Quality Management System
• Monitor the integrity of supplier quality metrics
• Interface with Engineering, Customer Care, Quality, Sales, and Shipping teams to ensure manufacturing processes are capable of customer on-time delivery and satisfaction
• Effectively communicate with all key stakeholders, including suppliers, customers, and leadership
• Participate and provide input on initiatives to simplify and automate complex processes
• Perform all work in compliance with Xometry's quality and safety systems, policies and procedures

Qualifications:

• Prior project management, supply chain, and customer service experience required
• A minimum of 3 years of related experience, preferably in manufacturing or operations
• Bachelor's of Science Degree in Supply Chain, Engineering, or Technical related field is preferred
• Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawings requirements, mechanical and electrical inspection methods
• Capable of performing root cause analysis and identifying solutions to complex problems
• A self-starter who can work independently, and can drive actions to completion
• Strong organizational skills and the ability to work in a dynamic environment
• Able to multitask, meet deadlines and support all supplier quality field activities
• Strong communication skills (both oral and written) + ability to manage up and to the side

The estimated base salary range for new hires into this role is $52,000-$89,000 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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