Project Manager - Case Management

Project Manager - Case Management

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.