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.
We are seeking a Case Manager III 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 Case Manager III, 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.
How You’ll Contribute:
- 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
What You'll Bring to Xometry:
- 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.
#LI-Hybrid
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.
Skills Required
- 5+ years of experience in customer support, case management, supply chain operations, or related field
- Strong communication, negotiation, and conflict resolution skills
- Experience as a QE or SQE
- Project management experience
- Supplier Management
- CNC Experience
- Familiarity with CRM systems such as Salesforce or Zendesk
- Experience with ERP tools and logistics platforms
Xometry Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Xometry and has not been reviewed or approved by Xometry.
-
Healthcare Strength — Core medical, dental, and vision coverage for employees and dependents is highlighted alongside mental‑health resources and an EAP. Feedback suggests many view the health plan as good or flexible, contributing positively to total rewards.
-
Retirement Support — A 401(k) program and company‑paid life/STD/LTD are positioned as core financial protections. Feedback suggests retirement offerings are a consistent component of total compensation.
-
Leave & Time Off Breadth — Flexible time off, paid holidays, volunteer time, and hybrid/remote options expand the time‑away and flexibility toolkit. Feedback suggests this breadth adds meaningful non‑cash value for many roles.
Xometry Insights
What We Do
Xometry is the leading AI-enabled marketplace for on-demand manufacturing, transforming one of the largest industries in the world. With its proprietary technology, Xometry creates a marketplace that enables designers and engineers to rapidly source high-quality on-demand manufactured parts and assemblies. Xometry's innovative platform also empowers sellers of manufacturing services across the nation to grow their businesses. Xometry’s buyers range from self-funded startups to Fortune 100 companies.
