Senior Manager, 24/7 Customer Support — Hybrid

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

Benefits offered by this job

401(k) plan

Health insurance

Dental & Vision benefits

Life and disability insurance

Paid time off

Employee travel discounts

Annual bonus

Job summary

BNSF Railway in Fort Worth, TX is seeking a senior Marketing/Customer Experience leader to coordinate a 24/7 team, drive process improvements, and enhance the overall customer shipping experience. The role offers hybrid work with some remote days and emphasizes balance and flexibility.

The position requires strong communication, leadership, and market-focused strategies to sustain relationships with diverse customer segments across agriculture, energy, consumer products, and industrial sectors.

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 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 Mainframe and Operational knowledge (TSS).

Responsibilities

• Lead and develop a 24/7/365 team managing all aspects of employee performance.
• Collaborate with internal stakeholders to improve processes and expand efficiencies.
• Develop and implement strategies aligned with long-term vision and customer needs.
• Analyze trends to identify opportunities to reduce inbound work by addressing issues.
• Serve as a problem solver and thought partner delivering high-quality solutions.
• Act as a customer advocate across the enterprise to enhance value proposition.
• Build and maintain strong relationships with customers to improve collaboration.

Skills

Marketing experience

Customer service leadership

Communication skills

Problem solving

Change management

MS Office

Education

Bachelor's degree

Tools

Mainframe knowledge (TSS)

MS Word, Excel, PowerPoint

Job description

BNSF Railway in Fort Worth, TX is seeking a senior Marketing/Customer Experience leader to coordinate a 24/7 team, drive process improvements, and enhance the overall customer shipping experience. The role offers hybrid work with some remote days and emphasizes balance and flexibility.

The position requires strong communication, leadership, and market-focused strategies to sustain relationships with diverse customer segments across agriculture, energy, consumer products, and industrial sectors.