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Xometry

Senior Product Manager, Post Order Experience

Waltham , United States

AI overview

Own and optimize the post-order customer journey at Xometry, ensuring buyers feel informed and delighted through comprehensive communication and support workflows.

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.

Xometry is seeking a Senior Product Manager, Post-Order Experience to own and optimize the customer journey after an order is placed. From order confirmation to delivery and support resolution, your work will ensure every buyer feels informed, confident, and delighted throughout their interaction with Xometry.

Responsibilities:

  • Define and prioritize the roadmap for all post-order touchpoints including order tracking, status updates, delays, communications, and support workflows.
  • Collaborate with engineering, design, and customer service to streamline resolution paths and improve transparency.
  • Work cross-functionally with supply chain and logistics teams to reduce turnaround times and ensure SLAs are met.
  • Build and iterate on features that proactively address customer pain points and increase CSAT/NPS.
  • Drive a data-informed approach using experimentation and user research to improve retention and customer loyalty.
  • Act as the voice of the customer internally and develop mechanisms to gather feedback at scale.

Qualifications:

  • 5+ years of product management experience, ideally with B2B or transactional platforms.
  • Experience with order management, fulfillment tracking, or support tooling preferred.
  • Strong customer empathy and experience with user-centered product development.
  • Familiarity with agile product development, data tools, and experimentation frameworks.

#LI-Hybrid

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.

Xometry

Driven by Artificial Intelligence, Xometry [pronounced with a /z/ ] is empowering our customers to build parts that are critical components in next-generation industries from spacecraft and electric vehicles to medical devices and robotics. Our digital marketplace and suite of cloud-based solutions are enabling the long tail of the internet to finally reach the thousands of small- and medium-sized manufacturers in the United States and around the world. Xometry is a two sided, AI enabled marketplace connecting businesses with optimal manufacturing solutions. Customers ranging from startups to Fortune 100 companies can simply go to Xometry.com, upload a 3D CAD file of a part they need manufactured and receive an instant-quote with the cost and time to make and ship the part. Orders can be checked out right then and there in less than 10 minutes without having to interface with any manufacturer. This technology is unprecedented in an industry where, traditionally, you would reach out and request quotes from several manufacturers taking days if not weeks to get your parts ordered.   Here at Xometry, we are a leading company in On Demand Manufacturing. We are in a hyper-growth phase, with a manufacturing platform that is loved and used by customers around the world.  If you're dedicated and ambitious, Xometry is an excellent place to grow your career.

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