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Senior Operational Excellence Manager

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Cherry Ventures

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Location:
United States , Waltham

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

81000.00 - 105000.00 USD / Year
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Job Description:

Xometry is seeking a strategic, results-driven Senior Operational Excellence Manager to join our growing team. 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. You 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.

Job Responsibility:

  • Conduct in-depth analysis of operational metrics, KPIs, and customer experience data to uncover trends, inefficiencies, and root causes of issues
  • Identify high-impact areas for improvement across operational and customer service workflows
  • Develop and present clear, evidence-based recommendations to executive leadership and team leads
  • Collaborate with stakeholders to align improvement initiatives with company goals and customer and partner expectations
  • Lead or co-lead implementation of approved recommendations, partnering closely with frontline and management teams
  • Define KPIs for success, measure impact of initiatives, and iterate on changes as needed
  • Provide change management guidance to ensure smooth adoption of new workflows or systems
  • Map current processes and identify bottlenecks, inconsistencies, and manual inefficiencies
  • Design and implement standardized procedures and documentation across teams to promote consistency, compliance, and quality
  • Introduce tools and automation to reduce waste and increase productivity
  • Act as a liaison between Customer Service, Partner Support, Product, Engineering, and Operations teams
  • Foster a culture of continuous improvement through training, workshops, and coaching
  • Share best practices across the organization and promote a data-first approach to operational strategy

Requirements:

  • 7+ years of experience in operations, customer experience, business analysis, or related fields
  • Proven experience using data to identify problems, make recommendations, and drive process improvement
  • Proficiency in tools such as Excel/Google Sheets, SQL, BI dashboards (Looker, Tableau, Power BI, etc.)
  • Strong understanding of customer and partner support workflows and metrics
  • Exceptional communication and stakeholder management skills
  • Ability to work independently and manage multiple initiatives in a fast-paced environment
  • Experience with CRM/ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk)
  • Background in SaaS, marketplace, or partner-led businesses
What we offer:
  • 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

Additional Information:

Job Posted:
February 17, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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