Job Description

Xometry is seeking a strategic, results-driven Senior Manager/Manager, Operational Excellence to join our growing team. This role is designed for a strategic thinker and hands-on executor who can analyze operational and customer service data, identify inefficiencies or performance gaps, and translate insights into actionable improvements. You will partner cross-functionally with Customer & Partner Support, Partner Network Management, and other operational teams to drive scalable process improvements and create standards that enhance efficiency, customer and partner satisfaction, and financial performance.

Responsibilities

• Data Analysis & Insight Generation
• Strategic Problem Solving & Recommendations
• Implementation Support
• Process Optimization & Standardization
• Cross-functional Collaboration

Requirements

• 7+ years of experience in operations, customer experience, business analysis, or related fields
• Proven experience using data to identify problems, make recommendations, and drive process improvement
• Proficiency in tools such as Excel/Google Sheets, SQL, BI dashboards (Looker, Tableau, Power BI, etc.)
• Strong understanding of customer and partner support workflows and metrics
• Exceptional communication and stakeholder management skills
• Ability to work independently and manage multiple initiatives in a fast-paced environment
• Experience with CRM/ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk)
• Background in SaaS, marketplace, or partner-led businesses

Benefits

• No benefits