Xometry is seeking a strategic and results-driven Senior Operational Excellence Manager to join our growing team in Waltham, MA. 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. The successful candidate 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.

Key responsibilities include conducting in-depth analysis of operational metrics, KPIs, and customer experience data to uncover trends and root causes of issues. The role involves identifying high-impact areas for improvement across operational and customer service workflows, developing and presenting clear, evidence-based recommendations to executive leadership, and collaborating with stakeholders to align improvement initiatives with company goals. Additionally, the manager will lead or co-lead the implementation of approved recommendations, define KPIs for success, measure the impact of initiatives, and provide change management guidance to ensure smooth adoption of new workflows or systems.

The ideal candidate will have over seven years of experience in operations, customer experience, business analysis, or related fields, with a proven track record of using data to identify problems and drive process improvement. Proficiency in tools such as Excel/Google Sheets, SQL, and BI dashboards (e.g., Looker, Tableau, Power BI) is essential. A strong understanding of customer and partner support workflows and metrics, exceptional communication and stakeholder management skills, and the ability to work independently in a fast-paced environment are also required. Experience with CRM/ticketing platforms like Zendesk, Salesforce, or Freshdesk, and a background in SaaS, marketplace, or partner-led businesses are preferred.

The estimated base salary range for new hires into this role is $81,000 to $105,000 annually, plus an annual bonus, depending on factors such as job-related skills, relevant experience, and location. Xometry also offers a competitive benefits package, including a 401(k) match, medical, dental, and vision insurance; life and disability insurance; generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave; EAP, other wellbeing resources; and much more.

Xometry is an. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.