Senior Operations Analyst, Customer Delivery & Escalation

Trinity Industries; Dallas (TX); On-site; USD 90,000 - 125,000; Full time

Job summary

TrinityRail in Dallas, TX seeks a Sr. Analyst, Customer Operations to own the full order lifecycle from proposal through asset placement on rent.

You will support Account Managers, drive process improvements, and lead disputes, audits, and KPI reporting across multiple internal teams to ensure on-time delivery and high customer satisfaction. The role emphasizes deep operational expertise, data-driven decisions, and the ability to influence without direct authority.

Qualifications

• Bachelor’s degree in Business, Finance, Supply Chain, Operations Management, or related field; MBA, CMA, or MS preferred.
• 8+ years of experience managing and coordinating business operations.
• 3+ years of experience leading teams or cross-functional initiatives.
• Experience in railcar leasing, fleet maintenance, or rail operations preferred.
• Proficiency with Qlik Sense, Databricks and/or comparable pipeline reporting and BI tools.
• Strong Excel and data analysis skills; ability to interpret large data sets to drive strategic decisions.
• Confident escalation instincts — knows when to push, who to engage, and how to drive resolution across departments.
• Customer-facing communication skills; ability to set expectations, deliver difficult updates, and build long-term relationships.

Responsibilities

• Own the end-to-end order lifecycle from proposal through asset placement on rent, ensuring visibility and proactive escalation across departments.
• Lead the Customer Dispute process and ensure timely, accurate resolution of credit requests beyond Account Manager authority.
• Conduct and oversee monthly abatement audit to ensure accuracy and alignment with lease terms and wear-and-tear determinations.
• Train and develop Account Managers across order delivery, railcar shopping, regulatory compliance, and account management.
• Own KPI reporting on Turn Time, On Time Delivery, Customer Satisfaction, and Employee Engagement; support shop administration and maintenance facilities.

Skills

Customer-facing communication

Excel

Data analysis

BI tools

Cross-functional collaboration

Project management

Attention to detail

Education

Bachelor’s degree in Business, Finance, Supply Chain, Operations Management, or a related field

MBA, CMA, or MS preferred

Tools

Qlik Sense

Databricks

Job description

TrinityRail in Dallas, TX seeks a Sr. Analyst, Customer Operations to own the full order lifecycle from proposal through asset placement on rent.

You will support Account Managers, drive process improvements, and lead disputes, audits, and KPI reporting across multiple internal teams to ensure on-time delivery and high customer satisfaction. The role emphasizes deep operational expertise, data-driven decisions, and the ability to influence without direct authority.