Sr. Analyst, Customer Operations

Trinity Health • Dallas, TX

3d • Onsite

About The Position

TrinityRail is seeking a Sr. Analyst, Customer Operations in Dallas, TX. This senior role owns the full order lifecycle — from order defined through asset placement on rent — while assisting Account Managers across the team, as well as providing insight to operational performance metrics. The Sr. Analyst drives operational excellence across order delivery, customer dispute resolution, and abatement audit accuracy, and serves as the escalation authority needed to keep orders moving across every internal function. This role requires deep operational expertise, a process improvement mindset, and the ability to influence and escalate across Logistics, Billing, Portfolio, Capacity, Maintenance Facilities, and leadership without direct authority.

Requirements

• Bachelor’s degree in Business, Finance, Supply Chain, Operations Management, or a related field; MBA, CMA, or MS preferred.
• 8+ years of experience managing and coordinating business operations.
• 3+ years of experience leading teams or cross-functional initiatives.
• Proficiency with Qlik Sense, Databricks and/or comparable pipeline reporting and BI tools.
• Strong Excel and data analysis skills; ability to interpret large data sets to drive strategic decisions.
• Confident escalation instincts — knows when to push, who to engage, and how to drive resolution across departments.
• Customer-facing communication skills; ability to set expectations, deliver difficult updates, and build long-term relationships.
• Ability to manage multiple concurrent workflows across cross-functional teams.
• Analytical mindset with the ability to cross-reference multiple data sources to resolve delivery blockers.
• High attention to detail; comfort working with lease terms, billing processes, and audit frameworks.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Excellent collaboration and relationship-building skills across all organizational levels.
• Ability to interpret engineering drawings and regulatory codes with modest training.

Nice To Haves

• Experience in railcar leasing, fleet maintenance, or rail operations strongly preferred.
• Demonstrated success in cross-functional project leadership and process improvement.
• Familiarity with TAS, RF1, and abatement audit processes.
• Experience with customer dispute resolution workflows and manual invoice processing.

Responsibilities

• Own the complete order lifecycle from proposal signature through asset placement on rent, maintaining full visibility across every stage and escalating proactively to any department needed to keep the order moving.
• Lead the Customer Dispute process and ensure timely, accurate resolution of credit requests beyond Account Manager authority.
• Conduct and oversee the monthly pre-batch closing abatement audit to ensure abatement is applied intentionally and only where lease responsibility and wear-and-tear determinations support it.
• Assist, train, and develop Account Managers across order delivery, railcar shopping, regulatory compliance, shop network support, and customer account management.
• Own and report on KPIs including Turn Time, On Time Delivery, Customer Satisfaction, and Employee Engagement and support cars in shop administration for both internal and external maintenance facilities
• Drive continuous improvement initiatives across Customer Operations including process redesign, tooling improvements, and workflow optimization. Champion AI adoption and technology-driven process improvements within the team.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior