Sr Manager Customer Support (Data & Technology)

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 about BNSF and our Benefits

Job Location: Fort Worth
Other Potential Locations: Fort Worth, TX 
Anticipated Start Date: 09/28/2026
Number of Positions: 1 
Salary Range: $107,000 - $135,000

Apply early as this job may be removed or filled prior to the closing date, which is approximately seven (7) days after the posting date.

Salary range:

5+ years of experience: $107,000 - $135,000

These ranges reflect what BNSF Railway reasonably expects to pay for this position, based on the role’s level, scope, and responsibilities. Final compensation and position level will be determined by factors such as job-related skills, experience, and relevant education or training. In addition to base pay and bonus eligibility, BNSF offers a comprehensive benefits package.

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.

The Customer Experience team identifies business needs, drives innovative solutions, and promotes operational excellence through BNSF's technology, analytics, and performance measurement capabilities. This position supports the Customer Support Center by developing analytical solutions, creating executive dashboards, monitoring key performance indicators, and delivering actionable insights that improve both employee and customer experiences.

The Customer Experience team member plays a critical role in transforming data into meaningful business intelligence, supporting strategic decision-making, and advancing BNSF's analytical and AI capabilities. The successful candidate will work across multiple initiatives simultaneously while partnering with leaders throughout the organization to identify opportunities, measure outcomes, and drive continuous improvement.

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: 

Design, develop, maintain, and enhance dashboards, scorecards, and reporting solutions that provide visibility into Customer Support Center performance.

Monitor key operational, service, productivity, quality, and customer experience metrics and proactively identify trends, risks, and opportunities.

Support leadership decision-making through data analysis, insights, and recommendations.

Develop and maintain recurring and ad hoc reports to support business operations, strategic initiatives, and executive requests.

Participate in the development, implementation, and maintenance of analytics and AI-driven