We are looking for a Partner Success Manager to facilitate manufacturing partners' success by expediting task completion, reassignment, or escalation to leadership based on the nature of the request. As our first line of defense against requests languishing in queues and losing valuable production time, you will orchestrate task completion throughout the order/job life cycle, serving as a primary point of contact for the partner community, ensuring seamless communication, proactively addressing challenges, and maintaining clear visibility throughout the production process.

This role requires exceptional interpersonal, queue management, and cross-software platform expertise, paired with notable strengths in collaboration, organizational understanding, and a dedication to exceeding partner expectations and delivering organizational results. You will also contribute to the broader team by providing support, as necessary, to facilitate throughput and success during peak periods.

How You'll Contribute:

• Serve as the primary tactical driver for partner success, proactively resolving critical production blockers such as unexpected cost or lead time discrepancies, freight inquiries, and label generation issues
• Manage the end-to-end resolution of job cancellation requests and missing inspection documents
• Oversee PSS dispute resolutions
• Maintain constant awareness of communication queues to ensure tasks are prioritized effectively and prevent production stalls
• Facilitate the recovery of troubled orders and execute pull-in requests to meet month-end and quarter-end goals
• Collaborate cross-functionally with internal Operations and Quality CoE teams to bridge communication gaps and optimize manufacturing outcomes
• Build trust-based relationships with the partner community, providing transparent updates on project status and quality requirements
• Identify process automation opportunities and maintain rigorous documentation for revenue recognition
• Provide peer coverage to ensure continuous support
• Escalate complex risks to leadership while strictly adhering to Xometry's quality management systems

What You'll Bring to Xometry:

• Bachelor's degree in Supply Chain, Engineering, Business Administration, or a related technical field (or equivalent experience)
• 4+ years of experience in supply chain and/or customer service, preferably in manufacturing operations
• Proven track record of successfully managing and meeting schedule commitments by managing expectations of an identified customer group
• Knowledge of manufacturing processes, timelines, and documentation
• Strong analytical skills with the ability to implement solutions keeping production underway
• Self-starter with a take-charge attitude and ability to independently drive project completion
• Excellent organizational skills, demonstrated ability to multitask, and understanding of our communication platform's interface while tenaciously working to meet deadlines
• Superior verbal and written communication skills with the ability to effectively manage relationships with all stakeholders
• Excellent attention to detail and collaboration skills
• Proficiency in ERP tools and communication software
• Experience with quality management systems (e.g., ISO 9001)
• Ability to thrive in a fast-paced and high-growth environment
• Experience working with Xometry's digital marketplace or similar platforms is a plus
• Proficiency in data analysis tools (e.g., Google Sheets) is a plus
• Experience working in a manufacturing environment is a plus

Conditions

Language skills:
English C1+
Holiday calendar:
USA holidays
Time Zone:
Eastern Time - USA

Benefits:

Competitive salary and a comprehensive benefits package
Health and life insurance
Generous paid time off, including vacation, sick leave, and floating and fixed holidays
Employee Assistance Program (EAP) and other wellbeing resources

Team Spirit and Friendly Atmosphere: We work in an open, friendly, and trusting environment that welcomes initiative. In the Xometry team, everyone is ready to help and support in difficult times, and we always celebrate victories together and appreciate the contribution of everyone.

Development Opportunities: We are a fast-growing company, and each new task is an interesting challenge for the team.

We Care: We offer ongoing, free of charge well-being activities for our people and charity projects worldwide.

Flexibility: Speed and flexibility are some of our advantages, allowing us to achieve amazing results. We have flexible processes and planning, we can respond to rapidly changing conditions, and we remain effective in the face of uncertainty.

Onboarding: We provide a well-structured onboarding plan for new employees, combining all process, technology, and systems components into one.

Apply now and become part of our journey!

#LI-Remote

#Promoted