Project Manager - Case Management

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. Xometry is seeking a highly organized and proactive Project Manager - Case Management to lead the execution of complex, multi-supplier customer orders. This pivotal role expands upon traditional case management responsibilities by taking ownership of large-scale projects from inception through final delivery. You will serve as the primary point of contact for the customer, ensuring seamless communication, proactively addressing sourcing challenges, and maintaining clear visibility throughout the production process. This role requires exceptional project management skills, strong collaboration abilities, and a dedication to exceeding customer expectations. You will also contribute to the broader team by providing support during peak periods and acting as a deputy for leadership when needed. Responsibilities: Project Management of Large Orders: Take full ownership and drive the successful execution of complex customer orders involving multiple suppliers, ensuring adherence to timelines, quality standards, and customer specifications. Customer Communication & Relationship Management: Serve as the primary point of contact for customers on assigned projects, providing proactive and transparent communication regarding project status, potential roadblocks, and progress updates. Build strong, trust-based relationships. Sourcing Barrier Resolution: Collaborate closely with Xometry's sourcing team and customers to proactively identify and resolve any sourcing challenges or barriers that may arise during the project lifecycle. Production Process Oversight: Maintain a comprehensive understanding of the production process for each order, ensuring work is prioritized effectively and potential delays are identified and mitigated. Proactive Issue Resolution: Proactively identify and address potential issues to improve on-time delivery and quality. Anticipate and address potential issues or risks before they impact project timelines or customer satisfaction. Develop and implement effective solutions. Escalation Management: Effectively manage and resolve customer escalations in a timely and professional manner, working cross-functionally to find satisfactory solutions. Manage customer complaints regarding returned products and replacements. Cross-Functional Collaboration: Collaborate effectively with internal teams (Engineering, Customer Care, Quality, Sales, Shipping) to ensure manufacturing processes are set to achieve optimal outcomes. Partner with Operations and PD&T teams to bridge communication gaps. Documentation & Reporting: Maintain accurate and up-to-date project documentation, providing regular status reports to both internal stakeholders and customers. Document all case activity in the central database and ensure adherence to quality management systems. Report out on status, risk, and efforts to recover troubled orders and jobs. Supplier Management: Understand supplier capabilities and execute supplier oversight activities, which includes frequent phone assessments, detailed schedule creation, quality reviews, and supplier corrective actions. Analyze part rejections, facilitate communication between suppliers and customers to resolve problems. Verify and reconcile shipments to support accurate revenue recognition. Process Improvement: Identify opportunities to streamline and automate complex processes. Create and document process maps with clear written instructions and procedures. Quality and Compliance: Implement robust quality control processes throughout the entire project lifecycle. Ensure adherence to industry standards and regulations. Perform all work in complianc