Case Manager Lead

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 the Role
We are seeking a Case Manager Lead to join our dynamic team. In this role, you will lead a team of Case Managers who are responsible for solving supply chain problems for customized parts. You will be responsible for ensuring your team delivers exceptional service, drives eciency, and maintains strong relationships with both customers and partners. The ideal candidate is a proactive leader with a strong background in supply chain management, exceptional problem-solving skills, and a passion for customer satisfaction.

Responsibilities
● Lead, mentor, and develop a team of Case Managers, fostering a collaborative and results-oriented environment.
● Oversee the day-to-day operations of the Case Management team, ensuring the team takes actions to improve on-time delivery, quality, and customer satisfaction
● Track and monitor the progress of numerous customer orders and partner jobs, and ensure the team provides frequent and timely order updates.
● Drive team performance to meet and exceed key performance indicators (KPIs) related to on-time delivery, quality, and customer satisfaction.
● Provide guidance and support to Case Managers in resolving complex supply chain challenges.
● Apply first-hand technical knowledge (or leverage other subject matter experts) on manufacturing design and production to ensure jobs are delivered on time.
● Ensure the team understands supplier capabilities and execute supplier oversight activities, which include frequent phone assessments, detailed schedule creation, quality reviews, and supplier corrective actions.
● Manage customer complaints that result in replacements for returned products
● Report out on status, risk, and efforts to recover troubled orders and jobs.
● Identify and implement process improvements to enhance team efficiency and effectiveness.

● Collaborate with other departments, including Engineering, Customer Care, Quality, Sales, and Shipping, to ensure seamless order fulfillment and customer satisfaction.
● Monitor the integrity of supplier quality metrics.
● Effectively communicate with all key stakeholders, including suppliers, customers, and leadership.
● Participate and provide input on initiatives to simplify and automate complex processes.
● Ensure the team performs all work in compliance with Xometry's quality and safety systems, policies, and procedures.

Qualifications
● Bachelor's degree in Supply Chain, Engineering, or a related technical eld is preferred.
● A minimum of 8 years of experience in supply chain, logistics, project management, or customer service, with at least 3 years in a leadership role, preferably in a manufacturing or operations environment.
● Proven ability to lead and manage a team, including seeing goals, providing feedback, and driving performance.
● Strong understanding of manufacturing processes, engineering drawing requirements, and mechanical and electrical inspection methods.
● Excellent problem-solving skills with the ability to perform root cause analysis and identify solutions to complex problems.
● Strong organizational skills and the ability to work in a dynamic environment.
● Ability to multitask, meet deadlines, and support supplier quality eld activities.

● Strong communication skills (both oral and written) with the ability to manage upand to the side.
● Profiency in documenting case activity in a central database.
● Experience leveraging company technology platforms and complying with Quality Management Systems.

Personal Qualities
● 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 qualitied activities.

● Strong communication skills (both oral and written) + ability to manage up and to the side

● Flexible
● Result-oriented
● Detail-oriented
● Aspires to build partnerships with suppliers and forwarders
● Uses personal judgment and initiative to develop effective and constructive solutions to challenges and obstacles

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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.