Sr. Analyst, Customer Operations

Trinity Structural Towers; Dallas, Northern (TX, KY); Hybrid; USD 90,000 - 140,000; Full time

Job summary

TrinityRail in Dallas, TX is seeking a Sr. Analyst, Customer Operations to own the full order lifecycle from proposal to asset placement on rent and to support Account Managers across the team.

The role requires deep operational expertise, a process-improvement mindset, and the ability to influence across Logistics, Billing, Portfolio, and maintenance facilities, with a focus on continuous improvement and AI-enabled tooling.

Qualifications

• Bachelor's degree or higher in a related field is required.
• Experience leading cross-functional initiatives is essential.
• Strong analytical and data interpretation skills.

Responsibilities

• Own the complete order lifecycle from proposal to asset placement on rent, with visibility across stages.
• Lead the Customer Dispute process and resolve credit requests beyond Account Manager authority.
• Oversee monthly abatement audits to ensure accuracy and lease alignment.
• Assist, train, and develop Account Managers across order delivery and customer management.
• Own KPIs and report on Turn Time, On Time Delivery, CSAT and engagement; support maintenance facilities.
• Drive continuous improvement initiatives including process redesign, tooling improvements and AI-enabled workflow enhancements.

Skills

Data analysis

Excel

Customer-facing communication

Project management

Escalation instincts

Education

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

MBA, CMA, or MS preferred

Tools

Qlik Sense

Databricks

BI tools

Job description

Delivering Goods For The Good Of All™ - TrinityRail

While _TrinityRail_ has built one of the broadest and deepest railcar platforms in the world, it’s what’s inside our cars that counts. We are proud to manufacture, maintain, and manage the railcars that deliver the indispensable goods that keep our lives, and our economy, rolling. “Delivering Goods For The Good Of All” is why we proudly come to work each day, and this is why our company exists. This is our purpose._TrinityRail_ provides- Railcar Manufacturing: https://www.trinityrail.com/products/- Railcar Leasing Solutions: https://www.trinityrail.com/leasing/- Railcar Maintenance & Parts: https://www.trinityrail.com/maintenance/- Fleet Management Services: https://www.trinityrail.com/fleet-management/For more information, visit us at trinityrail.com.Learn more about Trinsight®: https://www.trinityrail.com/trinsight/Trinsight is _TrinityRail_ 's cloud-based platform purpose-built to bring your fleet into focus, allowing you to transform and streamline your supply chain with real-time tracking, analysis and management features that modern logistics demandsVideo tranFor decades, _TrinityRail_ has been delivering the goods that keep North America moving. A humble promise to transport the everyday things that make everybody's lives better. It's our commitment to being stewards of the supply chain connecting companies with customers. People with products and Delivering Goods for the Good of All. While we've built one of the broadest and deepest railcar platforms in the world, to us it's what's on the inside that counts. And the purpose these products serve for you like grain the secret ingredient for making memories, or gravel that paves the way for a getaway, fuel to power the road trip of a lifetime, cars that transport us to exciting new places, and essential chemicals that purify our water food and promote a healthy way of life. Indispensable goods that truly move us and keep our lives, and our economy rolling. TrinityRail is proud to

TrinityRail is seeking a Sr. Analyst, Customer Operations in Dallas, TX. This senior role owns the full order lifecycle — from order defined through asset placement on rent — while assisting Account Managers across the team, as well as providing insight to operational performance metrics. The Sr. Analyst drives operational excellence across order delivery, customer dispute resolution, and abatement audit accuracy, and serves as the escalation authority needed to keep orders moving across every internal function. This role requires deep operational expertise, a process improvement mindset, and the ability to influence and elevate across Logistics, Billing, Portfolio, Capacity, Maintenance Facilities, and leadership without direct authority.

What You'll Do

End-to-End Order Delivery & Escalation Management

Own the complete order lifecycle from proposal signature through asset placement on rent, maintaining full visibility across every stage and escalating proactively to any department needed to keep the order moving.

Customer Dispute Resolution

Lead the Customer Dispute process and ensure timely, accurate resolution of credit requests beyond Account Manager authority.

Abatement Audit & Accuracy

Conduct and oversee the monthly pre-batch closing abatement audit to ensure abatement is applied intentionally and only where lease responsibility and wear-and-tear determinations support it.

Team Development & Coaching

Assist, train, and develop Account Managers across order delivery, railcar shopping, regulatory compliance, shop network support, and customer account management.

Performance Oversight & Reporting

Own and report on KPIs including Turn Time, On Time Delivery, Customer Satisfaction, and Employee Engagement and support cars in shop administration for both internal and external maintenance facilities

Drive continuous improvement initiatives across Customer Operations including process redesign, tooling improvements, and workflow optimization. Champion AI adoption and technology-driven process improvements within the team.

Success Metrics

• Turn Time and On Time Delivery performance across assigned accounts and team portfolio.
• Customer satisfaction scores and responsiveness within the assigned account portfolio.
• Escalation effectiveness — speed and resolution rate of order blockers across departments.
• Quality and timeliness of KPI and Operating Plan reporting.
• Reduction in escalations tied to role confusion or process gaps.
• Account Manager development and coaching outcomes.
• Abatement audit accuracy and dispute cycle time.

What You’ll Need

Education & Experience

• Bachelor’s degree in Business, Finance, Supply Chain, Operations Management, or a 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 strongly 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.
• Ability to manage multiple concurrent workflows across cross-functional teams.
• Analytical mindset with the ability to cross-reference multiple data sources to resolve delivery blockers.
• High attention to detail; comfort working with lease terms, billing processes, and audit frameworks.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.
• Excellent collaboration and relationship-building skills across all organizational levels.
• Ability to interpret engineering drawings and regulatory codes with modest training.

Preferred Qualifications

• Demonstrated success in cross-functional project leadership and process improvement.
• Familiarity with TAS, RF1, and abatement audit processes.
• Experience with customer dispute resolution workflows and manual invoice processing.

This role operates in a fast-paced Customer Operations environment based in Dallas, TX, involving collaboration across corporate offices, maintenance facilities, and third-party vendors. Occasional travel to rail shops or customer locations may be required. Month-end close cycles and time-sensitive delivery escalations may require occasional extended availability.

EOE

Trinity Industries, Inc., and its subsidiary or affiliated companies (hereinafter “Trinity”) are committed to equal employment opportunity. It is our policy to consider candidates for employment without regard to race, color, sex, sexual orientation, gender identity, religion, age, national origin, disability, or veteran status.

View the following posters by clicking the links below:

Trinity participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

View the following poster by clicking the link below:

Trinity is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [e-mail] . This email address should only be used for accommodations and not general inquiries or resume submittals.

My Profile

Create and manage profiles for future opportunities.