{"id":3110124,"url":"https://alion.io/job/xometry-supervisor-customer-partner-care","title":"Supervisor, Customer & Partner Care","company":{"id":179714,"name":"Xometry","domain":"xometry.com","url":"https://alion.io/company/xometry","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":92,"open_postings":102,"ghost_share":0,"stale_share":0.304,"repost_share":0,"time_to_fill_p50_days":56,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Industrial Engineering","role_family":"Industrial Engineering","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Lexington, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":141000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":5966},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false}],"status":"live","first_seen_at":"2026-10-22T19:01:25Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-10-24T22:35:47Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"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.\nThe CPC Supervisor leads both our contact center and our order processing teams, combining people leadership with hands-on ownership of daily queue health. You will coach and motivate agents who handle customer inquiries, and you will keep Purchase Order (PO) processing timely, accurate, and free of backlog.\nReporting to the Senior Manager, CPC Operations, you will be a key driver of consistent team coverage, strong customer satisfaction, and continuous operational improvement. A primary focus is minimizing stalled POs and reducing queue backlogs while building a team that is capable, engaged, and accountable.\nHow You Will Contribute: \nLead and develop the team\nHire, train, and onboard contact center and order processing agents, and support cross-training to build a more agile, self-sufficient team\nSet clear expectations for contact center objectives, performance standards, and company policies, and ensure every team member understands them\nCoach agents through documented 1:1 sessions covering QA results, volume and handle-time metrics, and development goals; deliver corrective action when needed\nFacilitate team standups to align on goals, surface blockers, and promote shared ownership of key metrics\nLead by example in building a culture of diversity, inclusion, and respect\nOwn daily queue and PO operations\nOversee the day-to-day health of designated Salesforce queues, ensuring timely, accurate processing while mitigating operational risk\nMonitor agent Omnichannel activity and volume in real time, and reinforce benchmarks set by leadership\nMaintain full visibility into stalled POs: verify stall reasons, escalate when necessary, and reinforce proactive outreach to eliminate avoidable delays\nProvide leadership with scheduled stalled PO reports and clear updates on key blockers and escalated cases\nStep into the queue and process POs directly when SLAs are at risk or volume surges\nOversee call, email, and chat handling to ensure a high level of customer service and satisfaction\nDrive quality and continuous improvement\nUphold consistency with SOPs, documentation standards, and intake practices through periodic checks\nComplete regular QA reviews and partner with QA and leadership on monthly agent performance scorecards\nContribute to internal reference materials, including Confluence training guides and SOPs, as workflows evolve\nIdentify friction points in the PO and customer support lifecycle through stalled case reviews and escalations, and help refine workflows that improve speed, accuracy, and clarity\nAssess daily operations, identify strengths and opportunities, and implement strategies that retain customers\nFoster a customer satisfaction culture by delivering value in every interaction\nCollaborate and maintain coverage\nPartner with other supervisors in cross-shift syncs to review rollover causes and coverage plans\nWork closely with management, Enablement, and QA to ensure a cohesive approach to customer support and agent development\nHelp maintain consistent shift coverage, including peak periods, holidays, and weekends as needed\nWhat You Bring To Xometry: \nRequired\n5+ years of experience in a call center or customer service environment\n2+ years of experience supervising a team\nProven experience managing high-volume operational workflows with strong attention to detail\nFamiliarity with Purchase Orders, SOPs, and queue management expectations\nStrong proficiency with technology, including computers, software applications, and phone systems (Salesforce experience a plus)\nExceptional written and verbal communication skills, with the ability to guide team members clearly and professionally\nAnalytical judgment to identify risk, troubleshoot breakdowns, and solve operational problems with structured thinking\nAbility to motivate, train, and lead a team to meet performance standards\nDependable presence during core shift hours and readiness to support weekends, holidays, and peak volume periods\nEducation\nBachelors Degree or equivalent; further education in management preferred\nLeadership style and disposition\nAnalytical, efficient, and thorough, and composed and courteous under pressure, particularly during peak hours\nA leadership approach grounded in consistency, follow-through, and professional accountability\nStrong organization, with the ability to follow through on open issues and reinforce standards across a team\nCommitment to continuous improvement, knowledge sharing, and workflow optimization\nXometry is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.\nFor US based roles: Xometry participates in E-Verify and after a job offer is accepted, will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.","description_format":"text","description_chars":5273,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Marketplaces","Contract Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-22T20:28:55Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 14","filings_12m":14,"filings_prev_12m":4,"green_card_filings_12m":0,"median_offered_wage_usd":191786,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":56,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/xometry-supervisor-customer-partner-care","json_url":"https://alion.io/job/xometry-supervisor-customer-partner-care.json","meta":{"generated_at":"2026-10-24T23:02:15Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":33827,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-25T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179714},"rest":"https://alion.io/mcp/rest/get_company?id=179714"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fxometry-supervisor-customer-partner-care"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fxometry-supervisor-customer-partner-care"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fxometry-supervisor-customer-partner-care"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/xometry-supervisor-customer-partner-care\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fxometry-supervisor-customer-partner-care"}]}