Senior Case Manager, Operations

• Manage and resolve complex, high-priority customer and partner cases, often involving multiple internal and external stakeholders
• Manage supplier orders
• Manage On time shipments with suppliers and assist suppliers with manufacturing challenges
• Perform open order reports with customers
• Manage the fulfillment of complex orders
• Project manager high line item bill of material orders
• Serve as the escalation point for frontline support teams, providing guidance and hands-on resolution
• Coordinate across departments such as Logistics, Quality, Account Management, and Partner Management to investigate and resolve issues
• Monitor case progress and ensure SLA adherence and customer satisfaction metrics are met or exceeded
• Proactively identify trends or systemic issues and propose scalable solutions to reduce future case volume
• Create and maintain documentation, workflows, and knowledge bases to support internal training and process improvements
• Coach and mentor junior case managers and support staff
• Communicate effectively with executive leadership when required, providing data-driven insights and status updates

• 5+ years of experience in customer support, case management, supply chain operations, or a related field, preferably in a tech, manufacturing, or logistics environment
• Proven ability to resolve high-pressure, time-sensitive cases with a customer-first mindset
• Strong communication, negotiation, and conflict resolution skills
• Experience as a QE or SQE
• Project management experience
• Supplier Management
• Familiarity with CRM systems such as Salesforce or Zendesk
• experience with ERP tools and logistics platforms a plus
• Comfortable working with data to track KPIs and identify root causes
• High degree of ownership, initiative, and accountability
• Bachelor's degree in Business, Engineering, Supply Chain, or a related field preferred

CNC Experience is a bonus