Case Manager, Business Operations

• Perform project management functions using our internal ERP system and integrated 3rd party software programs.
• On an exception basis, review and take appropriate actions to ensure individual orders are delivered to meet customer delivery and quality requirements.
• Working with internal subject matter technical experts, lead the problem-solving process for troubled orders to improve supplier relationships and quality.
• Understand supplier capabilities and execute supplier oversight activities, which may include phone and video assessments, management escalations, quality nonconformance reviews, and supplier corrective actions.
• Assess the impact of manufactured part rejections; communicate with suppliers and customers to work through problems and resolve Issues.
• Provide excellent customer service by keeping customers updated on resolution of troubled orders.
• Document all project related activity within project management tools
• Monitor daily supplier activity via various real time KPI performance reports

• Manage customer relationships by communicating directly via Phone, Video and written communication
• Manage supplier relationships by communication directly via Phone, Video and written communication

• 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, to include 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.

• A self-starter, who works 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 peer-to-peer.
• Bachelor Degree, with preference of Business, Supply Chain, Sciences or Engineering
• A minimum of 2 years customer facing project management, preferably within an engineering or manufacturing or fast paced operations environment
• Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawings and inspection methods would be an asset
• Capable of performing root cause analysis and identifying solutions to complex problems

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