Sr Manager Customer Support (Data & Technology)

Job Opportunity at BNSF Railway

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!

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.

Key responsibilities may include:

• 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.
• Daily work is conducted in an indoor office environment.

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.

Basic Qualifications:

• Able to work now and in the future without BNSF's assistance in obtaining, maintaining, or extending employment authorization.
• Bachelor's degree in a business related discipline and/or five 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.

Preferred Qualifications:

• 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 years' experience in Computer Science, Transportation, or Marketing.
• Must have a thorough understanding and knowledge of BNSF information system and structure.

At BNSF, you will have access to a comprehensive and competitive benefits package including:

• 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.

BNSF Railway is an Equal Opportunity Employer, all qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.