Sr Mgr Customer Support

BNSF Railway • Fort Worth, TX

1d • $107,000 - $135,000 • Hybrid

About The Position

Be part of a team that values safety, inclusion, and excellence. We are one of the largest U.S. railroads transporting the nation’s freight across 28 western states and 3 Canadian provinces. As a member of our team, you will play a role in supporting the movement of essential products and materials that help feed, clothe, supply, and power communities throughout America and the world. We are committed to a culture where all employees are included, belong, and have equal opportunity to achieve their full potential. Come make a difference with us! Learn more about BNSF and our Benefits. 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. The Customer Support Department provides customer assistance 7 days per week, 24-hours a day. Occasional travel required. The duties and responsibilities in this posting are representative categories to be used in deciding whether to apply for this position. This is not an exhaustive list of the position’s duties. At BNSF Railway, we encourage individuals from all backgrounds to apply, showcasing their skills, experiences and development. We provide resources and tools to help you reach your full potential, fostering a supportive and inclusive environment.

Requirements

• Minimum of five years' experience in marketing, operations, customer service or related field
• Excellent oral and written communication skills with the ability to analyze issues, identify root causes, and resolve service challenges
• Proven leadership capabilities with strong interpersonal, analytical, customer awareness, change management and presentation skills
• Ability to work independently and remain self-motivated in a fast-paced, changing environment
• Demonstrated ability to listen with empathy and navigate difficult conversations
• Strong TSS Mainframe and Operational knowledge
• Excellent time management and communication skills are essential, as this position includes supervisory responsibilities and frequent correspondence with internal and external stakeholders.

Nice To Haves

• Bachelors degree
• An aptitude for creativity and development of original solutions
• Strong problem-solving, organizational, and analytical skills
• Proficiency in MS Word, Excel, PowerPoint software applications highly desired
• Experience in project management and process improvement
• Experience leading a clerical workforce

Responsibilities

• Lead and develop a 24/7/365 team managing all aspects of employee performance including goal setting, managing execution, coaching/feedback, leading through change while consistently delivering high results
• Collaborate with internal stakeholders to improve processes and expand synergies driving efficiencies and an enhanced customer experience
• Develop and implement strategies aligned with long-term vision, workforce transformation, and evolving customer needs
• Analyze trends to identify opportunities to reduce inbound work by addressing systemic customer issues
• Serve as a problem solver and thought partner, delivering accurate information and high-quality solutions to internal and external customer inquiries
• Act as a customer advocate across the enterprise partnering with Hub Ops, Field personnel, Sales, and Service Design to advance BNSF’s value proposition
• Build and maintain strong relationships with customers both internal and external to enhance collaboration and the overall customer experience

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
• Education Level: Associate degree