Senior Operational Excellence Manager
Xometry is seeking a strategic and results-driven Senior Operational Excellence Manager to join our growing team in North Bethesda, MD. 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 leading or co-leading the implementation of approved recommendations. Additionally, the manager will map current processes to identify bottlenecks, design and implement standardized procedures, and introduce tools and automation to increase productivity.
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 drive process improvements. 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.
Xometry offers a dynamic work environment where innovation and collaboration are valued. Employees have opportunities for professional growth and development, contributing to the company's mission of connecting people with big ideas to manufacturers who can bring them to life.