Case Manager

Case Manager

Georgia

Xometry 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.

Xometry is seeking a dedicated Manufacturing Operations Case Manager to join our team. If you thrive in a fast-paced environment, enjoy solving supply chain challenges, and are passionate about delivering exceptional customer service, this role is for you.

As a Case Manager, you will be part of a dynamic team of technical professionals focused on solving complex supply chain and manufacturing challenges for customized parts while driving efficiency, quality, and customer satisfaction.

Responsibilities

• Drive improvements in on-time delivery, product quality, and overall customer satisfaction
• Track and monitor the progress of multiple customer orders and supplier jobs simultaneously
• Build strong relationships with customers and manufacturing partners through proactive and timely communication
• Apply technical manufacturing knowledge — or collaborate with subject matter experts — to ensure successful and timely production execution
• Understand supplier capabilities and oversee supplier performance through frequent assessments, schedule management, quality reviews, and corrective action processes
• Assess the impact of manufactured part rejections and coordinate with customers and suppliers to resolve issues effectively
• Manage customer complaints, including replacement processes for returned products
• Report on order status, risks, escalations, and recovery plans for delayed or troubled orders
• Maintain accurate documentation of all case activity within internal systems and databases
• Utilize company technology platforms and follow Quality Management System (QMS) procedures
• Monitor supplier quality metrics and identify areas for improvement
• Collaborate cross-functionally with Engineering, Customer Care, Quality, Sales, Logistics, and Shipping teams
• Communicate effectively with suppliers, customers, leadership, and internal stakeholders
• Participate in initiatives focused on simplifying, improving, and automating operational processes
• Ensure compliance with Xometry quality, safety, and operational policies and procedures

Qualifications & Technical Requirements

• 4+ years of experience in manufacturing operations, supply chain coordination, project management, production engineering, or a related technical field
• Strong technical manufacturing foundation with the ability to confidently discuss engineering and production-related topics with both customers and manufacturing partners
• Solid understanding of manufacturing processes, including CNC machining, sheet metal fabrication, injection molding, 3D printing / additive manufacturing, casting and secondary operations
• Ability to read, interpret, and discuss engineering drawings, GD&T, tolerances, manufacturing constraints, and inspection requirements
• Experience identifying manufacturing risks, quality concerns, and production bottlenecks throughout the order lifecycle
• Ability to clearly communicate technical issues to customers while translating customer concerns into actionable guidance for suppliers and internal teams
• Strong problem-solving and root cause analysis skills with the ability to drive issue resolution and recovery plans
• Experience managing technically complex and high-value manufacturing orders in a fast-paced environment
• Proven ability to collaborate cross-functionally with suppliers, engineering, sourcing, quality, logistics, and customer-facing teams
• Strong customer-facing communication skills with the ability to build trust and confidently manage escalations
• Ability to independently prioritize tasks, manage multiple projects simultaneously, and maintain strong attention to detail
• Experience mentoring or supporting junior team members is considered a strong advantage

Ideal Candidate Profile

The ideal candidate combines strong operational ownership with practical manufacturing and engineering expertise. This person should feel comfortable discussing technical production challenges directly with customers, understanding the root causes of manufacturing issues, and coordinating realistic resolution plans with suppliers and internal stakeholders.

Success in this role requires not only excellent project coordination and communication skills, but also the technical confidence to operate effectively in a customer-facing manufacturing environment.

Personal Qualities

• Self-starter with the ability to work independently and drive tasks through completion
• Strong organizational skills and the ability to thrive in a dynamic environment
• Ability to multitask, meet deadlines, and support supplier quality activities
• Excellent verbal and written communication skills
• Strong stakeholder management and cross-functional collaboration abilities

Language Requirements

• English proficiency: C1 level or higher

Work Environment

• Remote position
• US holiday calendar
• Working hours aligned with US Eastern Time (EST)