---
title: 'Supervisor, Customer & Partner Care at Xometry'
canonical: 'https://feeny.ai/job/supervisor-customer-partner-care-xometry-lexington-wab8k2fdz8yz'
type: 'job'
last_seen: '2026-10-26'
---

# Supervisor, Customer & Partner Care at Xometry

- **Company:** Xometry
- **Location:** Lexington, KY
- **Posted:** 2026-10-22
- **Last confirmed live:** 2026-10-26
- **Apply:** https://job-boards.greenhouse.io/xometry/jobs/5272721007

## Job 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.

The 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.

Reporting 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.

How You Will Contribute:

Lead and develop the team

- Hire, train, and onboard contact center and order processing agents, and support cross-training to build a more agile, self-sufficient team
- Set clear expectations for contact center objectives, performance standards, and company policies, and ensure every team member understands them
- Coach agents through documented 1:1 sessions covering QA results, volume and handle-time metrics, and development goals; deliver corrective action when needed
- Facilitate team standups to align on goals, surface blockers, and promote shared ownership of key metrics
- Lead by example in building a culture of diversity, inclusion, and respect

Own daily queue and PO operations

- Oversee the day-to-day health of designated Salesforce queues, ensuring timely, accurate processing while mitigating operational risk
- Monitor agent Omnichannel activity and volume in real time, and reinforce benchmarks set by leadership
- Maintain full visibility into stalled POs: verify stall reasons, escalate when necessary, and reinforce proactive outreach to eliminate avoidable delays
- Provide leadership with scheduled stalled PO reports and clear updates on key blockers and escalated cases
- Step into the queue and process POs directly when SLAs are at risk or volume surges
- Oversee call, email, and chat handling to ensure a high level of customer service and satisfaction

Drive quality and continuous improvement

- Uphold consistency with SOPs, documentation standards, and intake practices through periodic checks
- Complete regular QA reviews and partner with QA and leadership on monthly agent performance scorecards
- Contribute to internal reference materials, including Confluence training guides and SOPs, as workflows evolve
- Identify 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
- Assess daily operations, identify strengths and opportunities, and implement strategies that retain customers
- Foster a customer satisfaction culture by delivering value in every interaction

Collaborate and maintain coverage

- Partner with other supervisors in cross-shift syncs to review rollover causes and coverage plans
- Work closely with management, Enablement, and QA to ensure a cohesive approach to customer support and agent development
- Help maintain consistent shift coverage, including peak periods, holidays, and weekends as needed

What You Bring To Xometry:

Required

- 5+ years of experience in a call center or customer service environment
- 2+ years of experience supervising a team
- Proven experience managing high-volume operational workflows with strong attention to detail
- Familiarity with Purchase Orders, SOPs, and queue management expectations
- Strong proficiency with technology, including computers, software applications, and phone systems (Salesforce experience a plus)
- Exceptional written and verbal communication skills, with the ability to guide team members clearly and professionally
- Analytical judgment to identify risk, troubleshoot breakdowns, and solve operational problems with structured thinking
- Ability to motivate, train, and lead a team to meet performance standards
- Dependable presence during core shift hours and readiness to support weekends, holidays, and peak volume periods

Education

- Bachelors Degree or equivalent; further education in management preferred

Leadership style and disposition

- Analytical, efficient, and thorough, and composed and courteous under pressure, particularly during peak hours
- A leadership approach grounded in consistency, follow-through, and professional accountability
- Strong organization, with the ability to follow through on open issues and reinforce standards across a team
- Commitment to continuous improvement, knowledge sharing, and workflow optimization

Xometry 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.

For 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.

## About Xometry

## Company Overview
- **One-liner**: Xometry operates a global AI-powered marketplace for custom manufacturing, connecting buyers (from startups to Fortune 500s) with a network of certified suppliers for on-demand production.
- **Entity Type**: Public (NASDAQ: XMTR) [investors.xometry.com](https://investors.xometry.com/static-files/183ddf2d-8042-403a-9cc7-cd2633042c4a)
- **Headquarters**: North Bethesda, Maryland, USA (with offices in Lexington, KY; Waltham, MA; Munich, Lyon, Shanghai, and more) [xometry.com/careers](https://www.xometry.com/careers/)
- **Founded**: 2013 [xometry.com/about-us](https://www.xometry.com/about-us/)
- **Founders**: Not publicly available in provided materials

## Core Business
- **Primary industry**: Custom manufacturing, on-demand manufacturing, industrial supply chain digitization
- **Target customers**: B2B – engineers, product designers, and procurement teams at enterprises (including Fortune 500 companies), SMBs, and startups
- **Mission**: “To make the world’s manufacturing capacity accessible to all.” [xometry.com/about-us](https://www.xometry.com/about-us/)

## Products & Services
- **Xometry Instant Quoting Engine**: AI-powered platform that provides instant pricing and lead times for CNC machining, 3D printing, injection molding, sheet metal, and more. Supports prototype to production volumes with no minimums. [xometry.com](https://www.xometry.com/)
- **Thomas – Sourcing & Marketing Platform**: A leading industrial sourcing platform that connects buyers with suppliers and offers marketing services for manufacturers. Acquired by Xometry. [xometry.com](https://www.xometry.com/about-us/)
- **Workcenter Platform**: Cloud-based software for suppliers to manage jobs, operations, and cash flow. [investors.xometry.com](https://investors.xometry.com/static-files/183ddf2d-8042-403a-9cc7-cd2633042c4a)

## Market Standing
- **Valuation / Market Cap**: Not disclosed in provided materials; public company with LTM (Last Twelve Months) revenue of **$687M** as of 2026. [investors.xometry.com](https://investors.xometry.com/static-files/183ddf2d-8042-403a-9cc7-cd2633042c4a)
- **Key Metrics**: 
  - 85,000+ active buyers globally [xometry.com/about-us](https://www.xometry.com/about-us/)
  - 5,000 global suppliers in the partner network [investors.xometry.com](https://investors.xometry.com/static-files/183ddf2d-8042-403a-9cc7-cd2633042c4a)
  - 1,500+ team members [xometry.com/about-us](https://www.xometry.com/about-us/)
  - $1.5B+ total revenue generated for suppliers [investors.xometry.com](https://investors.xometry.com/static-files/183ddf2d-8042-403a-9cc7-cd2633042c4a)
- **Notable Investors / Partners**: Not explicitly listed, but certifications include ISO 9001, AS9100D, ISO 13485, IATF 16949, ITAR, and CMMC Level 2. [xometry.com](https://www.xometry.com/)
- **Growth Signals**: 
  - Listed on Deloitte Technology Fast 500 for six consecutive years [xometry.com/about-us](https://www.xometry.com/about-us/)
  - IPO in June 2021 [xometry.com/about-us](https://www.xometry.com/about-us/)
  - Expanding international footprint (offices in Europe and Asia) and deepening enterprise account engagement [investors.xometry.com](https://investors.xometry.com/static-files/183ddf2d-8042-403a-9cc7-cd2633042c4a)

## Competitive Advantages
- **AI-Native Marketplace**: Uses proprietary AI for instant quoting, job matching, pricing, and capacity utilization – a digital moat in a traditionally analog industry.
- **Network Effects**: Two-sided marketplace with thousands of buyers and suppliers; scale drives faster, more accurate quotes and better capacity for all participants.
- **Trust and Compliance**: Holds critical certifications (ITAR, AS9100, ISO 13485, etc.), enabling defense, aerospace, and medical customers to use the platform.
- **Data Flywheel**: Over 3M+ sourcing evaluations and vast order data continuously improve AI models, making the platform smarter over time.

## Strategic Focus
- Expand global supplier and buyer networks, particularly in Europe and Asia.
- Increase enterprise account penetration and deepen relationships with large, complex customers.
- Grow international footprint through local offices and regional supplier onboarding.
- Enhance services layer (e.g., DFM feedback, quality assurance, managed programs). [investors.xometry.com](https://investors.xometry.com/static-files/183ddf2d-8042-403a-9cc7-cd2633042c4a)

## Why Work Here
- **Culture & Mission**: “Make the world’s manufacturing capacity accessible to all.” Employees work on products that power spacecraft, medical devices, electric vehicles, and robotics. [xometry.com/careers](https://www.xometry.com/careers/)
- **Work Environment**: Hybrid work model; offices with free snacks and drinks. Flexible time off and paid holidays. [xometry.com/careers](https://www.xometry.com/careers/)
- **Benefits**: Competitive compensation, equity grants, comprehensive medical/dental/vision insurance, 401(k) with company match, life/STD/LTD insurance, and mental health resources (Employee Assistance Program). [xometry.com/careers](https://www.xometry.com/careers/)
- **Employee Resource Groups (ERGs)**: Seven ERGs (Asian, Black, Latino/Hispanic, LGBTQIA+, Women, Military/Veterans, and more) support inclusion and community. [xometry.com/careers](https://www.xometry.com/careers/)
- **Growth**: Fast-paced, hyper-growth environment with 1,500+ employees and a public company trajectory. The company emphasizes a “founder’s mindset” and collaboration. [xometry.com/careers](https://www.xometry.com/careers/)
- **Current Openings**: 268 jobs listed across Finance, Marketing, Operations, Engineering, and more (as of search date). [job-boards.greenhouse.io/xometry](http://job-boards.greenhouse.io/xometry)

## Sources
1. [xometry.com/about-us](https://www.xometry.com/about-us/)
2. [xometry.com/careers](https://www.xometry.com/careers/)
3. [xometry.com](https://www.xometry.com/)
4. [job-boards.greenhouse.io/xometry](http://job-boards.greenhouse.io/xometry)
5. [investors.xometry.com](https://investors.xometry.com/static-files/183ddf2d-8042-403a-9cc7-cd2633042c4a)

## Other roles at Xometry

- [Senior Lifecycle Marketing Manager](https://feeny.ai/job/senior-lifecycle-marketing-manager-xometry-lexington-xc5m7jvstcde) — Lexington, KY
- [Senior Lifecycle Marketing Manager](https://feeny.ai/job/senior-lifecycle-marketing-manager-xometry-waltham-fdprzrdrtze6) — Waltham, MA
- [Senior Lifecycle Marketing Manager](https://feeny.ai/job/senior-lifecycle-marketing-manager-xometry-north-bethesda-5s3whhf235r0) — North Bethesda, MD
- [Vice President, Marketing, EMEA & APAC](https://feeny.ai/job/vice-president-marketing-emea-apac-xometry-munich-jhjfxgswvyyy) — Munich, Germany
- [Staff Salesforce Engineer, Thomas](https://feeny.ai/job/staff-salesforce-engineer-thomas-xometry-lexington-qx1rwks7tzn9) — Lexington, KY
- [Staff Salesforce Engineer, Thomas](https://feeny.ai/job/staff-salesforce-engineer-thomas-xometry-north-bethesda-fqn50qv781rp) — North Bethesda, MD
- [Director, Sourcing Strategy & Operations](https://feeny.ai/job/director-sourcing-strategy-operations-xometry-lexington-71xepqepjf61) — Lexington, KY
- [Director, Sourcing Strategy & Operations](https://feeny.ai/job/director-sourcing-strategy-operations-xometry-waltham-mc52edp1dywt) — Waltham, MA
- [Director, Sourcing Strategy & Operations](https://feeny.ai/job/director-sourcing-strategy-operations-xometry-north-bethesda-64tt6ks1c45c) — North Bethesda, MD
- [Senior Marketing Analyst, Data & Analytics](https://feeny.ai/job/senior-marketing-analyst-data-analytics-xometry-buenos-aires-c6g5386pps2p) — Buenos Aires, Argentina