Sr Manager Customer Support (Data & Technology)

BNSF Railway • Fort Worth, TX

5d • $107,000 - $135,000 • Hybrid

About The Position

BNSF's Marketing team serves as a primary contact for all BNSF customers, working to make the shipping experience as easy and seamless as possible. From onboarding new customers to handling rate and service requests to answering billing questions, the Marketing team is focused on building strong customer relationships and ensuring effective communication throughout the shipping process. The team is organized into several critical business units to cater to diverse customer needs and industry demands: Agriculture and Energy, Consumer Products, and Industrial products, alongside specialized units for Customer Support, Forecasting, and Planning. Each of these units plays a role in tailoring our marketing strategies and services to meet the unique requirements of our wide-ranging customer base, ensuring a comprehensive and responsive approach to customer service and engagement.
The Customer Experience team identifies business needs, drives innovative solutions, and promotes operational excellence through BNSF's technology, analytics, and performance measurement capabilities. This position supports the Customer Support Center by developing analytical solutions, creating executive dashboards, monitoring key performance indicators, and delivering actionable insights that improve both employee and customer experiences.
The Customer Experience team member plays a critical role in transforming data into meaningful business intelligence, supporting strategic decision-making, and advancing BNSF's analytical and AI capabilities. The successful candidate will work across multiple initiatives simultaneously while partnering with leaders throughout the organization to identify opportunities, measure outcomes, and drive continuous improvement.
This is a full-time position located in Fort Worth, TX. For certain positions, including this one, employees can work one day per week remotely. Our leaders also foster a culture where work life balance, which requires flexibility for when life happens, is important and respected.

Requirements

• Able to work now and in the future without BNSF’s assistance (whether monetary, through sponsorship, or otherwise) in obtaining, maintaining, or extending employment authorization (including H-1B, STEM OPT/CPT, or TN nonimmigrant status).
• Bachelor's degree in a business related discipline and/or five (5) years of experience in marketing/operations/customer service, or a related field.
• Experience developing dashboards and reports using business intelligence and data visualization tools.
• Strong understanding of database structures, relational data concepts, and data management principles.
• Experience with data extraction, transformation, manipulation, and analysis.
• Ability to translate complex data into clear, actionable insights for business leaders.
• Strong analytical, problem-solving, and critical-thinking skills.
• Effective oral and written communication skills.
• Ability to manage multiple projects simultaneously and adapt to changing business priorities.
• Strong attention to detail and commitment to data accuracy.
• Familiar with SQL Server Data Services to create and maintain SQL Server Integration Services and Reporting Services(SSIS,SSRS). Proficiency in .Net, Visual Studio, Telerik controls and Website software. Additional skills in Tableau, salesforce CRMA, and Power BI.
• Technical ability to transfer data files between various platforms such as Mainframe, PC, Midteir, Cloud and User Development UD environments.
• Database design and Data Management/Analytics including DB programming, SQL, Tableau DB, and Teradata SQL Assistant.

Nice To Haves

• Experience supporting customer experience, customer service, contact center, or operational environments.
• Knowledge of artificial intelligence, machine learning concepts, and modern analytical practices.
• Experience with SQL, data modeling, and business intelligence platforms.
• Experience working with large datasets and enterprise reporting systems.
• Familiarity with predictive analytics, automation, and data-driven decision-making methodologies.
• Experience leading or supporting cross-functional business initiatives.
• Three (3) years' experience in Computer Science, Transportation, or Marketing.
• Must have a thorough understanding and knowledge of BNSF information system and structure.

Responsibilities

• Design, develop, maintain, and enhance dashboards, scorecards, and reporting solutions that provide visibility into Customer Support Center performance.
• Monitor key operational, service, productivity, quality, and customer experience metrics and proactively identify trends, risks, and opportunities.
• Support leadership decision-making through data analysis, insights, and recommendations.
• Develop and maintain recurring and ad hoc reports to support business operations, strategic initiatives, and executive requests.
• Participate in the development, implementation, and maintenance of analytics and AI-driven solutions that improve operational efficiency and customer experience.
• Partner with business stakeholders to identify measurement needs and translate business requirements into reporting and analytical solutions.
• Analyze large and complex datasets to identify meaningful patterns, root causes, and opportunities for process improvement.
• Support customer experience initiatives by establishing performance measurements, tracking outcomes, and reporting results.
• Ensure data accuracy and consistency across reporting platforms and analytical solutions.
• Collaborate with technology teams to improve data structures, reporting processes, and analytical capabilities.
• Support the evaluation and implementation of emerging technologies, artificial intelligence capabilities, and advanced analytical techniques.
• Manage multiple projects and priorities simultaneously while meeting deadlines in a fast-paced environment.

Benefits

• An industry-leading 401(k) and renowned Railroad Retirement program.
• A range of robust health care options for you and your dependents (including domestic partners), including medical, dental, vision, telemedicine, mental health, cancer support, and high-quality care network options.
• Health care spending accounts (HSA) with employer contributions, as well as life and disability insurance, provided at no cost.
• Family benefits including parental, pediatric and family building support, adoption and surrogacy reimbursement, and dependent care spending account (with employer match).
• Access to discounts on travel, gym memberships, counseling services and wellness support.
• Annual bonus (Incentive Compensation Program)
• Generous leave / time off policies.

What This Job Offers

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