Customer Service Manager
Confirmed live in the last 24 hours
Xometry

501-1,000 employees

AI-enabled marketplace for on-demand manufacturing services
Company Overview
Xometry's mission is to accelerate innovation by providing real-time, equitable access to global manufacturing capacity and demand. Xometry is the leading AI-enabled marketplace for on-demand manufacturing, transforming one of the largest industries in the world.
AI & Machine Learning
Data & Analytics
Industrial & Manufacturing

Company Stage

N/A

Total Funding

$443.4M

Founded

2013

Headquarters

North Bethesda, Maryland

Growth & Insights
Headcount

6 month growth

0%

1 year growth

0%

2 year growth

29%
Locations
North Bethesda, MD, USA
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Management
Salesforce
AWS
Customer Service
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • Bachelor’s degree, MBA or other advanced degree highly preferred
  • 5+ years of leadership in Operational or Customer Experience, preferably in Customer Service and/or Call Center roles
  • 7+ yrs of overall customer service experience
  • Strong analytical and problem-solving skills with the agility to work across a diverse range of strategic and operational topics
  • Excellent interpersonal, oral, and written communication skills, including the ability to synthesize and present complex topics to senior executives
  • Ability to manage at least 10+ team members in a matrixed, fast moving and highly charged contact center environment while maintaining team focus, productivity, and delivery
  • Requires knowledge of the telephony applications and platforms such as Avaya, Cisco, Genesys, AWS Connect, etc.
  • Highly experienced with Cloud-based Contact Center As A Service (CCaaS)
  • Deep understanding in call center/telephony data and backend monitoring and reporting tools
  • Strong client facing consulting skills and excellent communication skills
  • High energy individual with demonstrated people management & leadership skills
  • Strong ability to balance structure and process with the ability to move quickly and make good decisions
  • Strong project management skills with the ability to prioritize against business needs in a fast-paced team environment
  • Flexible and adaptable to a changing business environment
Responsibilities
  • Partner with the internal teams to assess the customer/partner/stakeholder journey to identify pain points that limit a customer/partner’s experience
  • Analyze insights and data from internal teams, systems, and external customers to continuously look for enhancement opportunities
  • Collaborate with Training and Quality Teams regarding process improvements, and training opportunities
  • Communicate regularly with the team regarding policy changes, training requirements and system and process updates
  • Develop and implement strategies to optimize contact center operations and improve customer service levels
  • Establish performance metrics and regularly monitor and analyze contact center performance to identify areas for improvement
  • Develop and maintain relationships with key stakeholders to ensure alignment of contact center operations with overall business objectives
  • Lead and motivate contact center staff to deliver outstanding customer service and achieve performance targets
  • Develop and implement training programs to ensure that contact center staff have the skills and knowledge required to perform their roles effectively
  • Ensure compliance with regulatory requirements and company policies and procedures
  • Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services
  • Coordinate and assist in the implementation of agreed remedies and preventative measures
  • Manage, monitor, and report Improvement Plans and appropriate initiatives to adequately support the Omni-Channel infrastructure in aligning with business needs and service strategies
  • Establish the CPC Support Team responsibilities and shifts to ensure meeting SLAs on cases, phones and chats. Review Salesforce cases: Monitor status, assign, and update cases as needed
Desired Qualifications
  • Bachelor’s degree, MBA or other advanced degree highly preferred
  • 5+ years of leadership in Operational or Customer Experience, preferably in Customer Service and/or Call Center roles
  • 7+ yrs of overall customer service experience
  • Strong analytical and problem-solving skills with the agility to work across a diverse range of strategic and operational topics
  • Excellent interpersonal, oral, and written communication skills, including the ability to synthesize and present complex topics to senior executives
  • Ability to manage at least 10+ team members in a matrixed, fast moving and highly charged contact center environment while maintaining team focus, productivity, and delivery
  • Requires knowledge of the telephony applications and platforms such as Avaya, Cisco, Genesys, AWS Connect, etc.
  • Highly experienced with Cloud-based Contact Center As A Service (CCaaS)
  • Deep understanding in call center/telephony data and backend monitoring and reporting tools
  • Strong client facing consulting skills and excellent communication skills
  • High energy individual with demonstrated people management & leadership skills
  • Strong ability to balance structure and process with the ability to move quickly and make good decisions
  • Strong project management skills with the ability to prioritize against business needs in a fast-paced team environment
  • Flexible and adaptable to a changing business environment