Senior Customer Experience Leader (24/7 Support)

BNSF; Fort Worth (TX); Hybrid; USD 107,000 - 135,000; Full time

Benefits offered by this job

401(k) plan

Health care options

Life insurance

Annual bonus

Job summary

BNSF Railway is seeking a seasoned marketing and operations leader for Fort Worth, TX. This full-time role oversees a 24/7/365 team, partner with internal stakeholders to streamline processes, and craft strategic plans aligned with customer needs and long-term vision.

The position requires strong leadership, communication, and analytical skills, with occasional remote work days. Join a team that values safety, inclusion, and excellence in serving customers nationwide.

Qualifications

• 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.

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.
• Excellent time management and communication skills are essential, as this position includes supervisory responsibilities and frequent correspondence with internal and external stakeholders.

Skills

Leadership

Communication

Analytical skills

Change management

Tools

MS Word

Excel

PowerPoint

Job description

BNSF Railway is seeking a seasoned marketing and operations leader for Fort Worth, TX. This full-time role oversees a 24/7/365 team, partner with internal stakeholders to streamline processes, and craft strategic plans aligned with customer needs and long-term vision.

The position requires strong leadership, communication, and analytical skills, with occasional remote work days. Join a team that values safety, inclusion, and excellence in serving customers nationwide.