Sr Mgr Customer Support

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

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!

Learn more aboutBNSFandourBenefits

Job Location:Fort Worth
Other Potential Locations:Fort Worth, TX
Anticipated Start Date:11/01/2026
Number of Positions:1
Salary Range:$107,00-$135,000

BNSF's Marketing team serves as a primary contact for all BNSF customers, working to make the shipping experience as easy and seamless as possible. From onboarding new customers to handling rate and service requests to answering billing questions, the Marketing team is focused on building strong customer relationships and ensuring effective communication throughout the shipping process. The team is organized into several critical business units to cater to diverse customer needs and industry demands: Agriculture and Energy, Consumer Products, and Industrial products, alongside specialized units for Customer Support, Forecasting, and Planning. Each of these units plays a role in tailoring our marketing strategies and services to meet the unique requirements of our wide-ranging customer base, ensuring a comprehensive and responsive approach to customer service and engagement.

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:

• 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 improveprocesses 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

Note: The Customer Support Department provides customer assistance 7 days per week, 24-hours a day. This position is scheduled to work weekdays, but will require availability nights, weekends and some holidays.

Occasional travel required

The duties and responsibilities in this posting are representative categories to be used in deciding whether to apply for this position.This is notan 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

• 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
• 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 TSS Mainframeand Operational knowledge

PREFERREDQUALIFICATIONS

• Bachelors degree
• An aptitude for creativity and development of original solutions
• Strong problem-solving, organizational, and analytical skills
• Proficiency in MS Word, Excel, PowerPoint software applications highly desired
• Experience in project management and process improvement
• Experience leading a clerical workforce

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 includingparental, 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.
• For more information, visitBenefits.

All positions require pre-employment background verification, medical review and pre-employment drug screen. You can find more information by reviewing theHiring Process. Federal authority requires BNSF employees, whose work requires unescorted access to secure areas of port facilities, to obtain a TWIC.More information is available athttps://www.tsa.gov/for-industry/twic

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.