Sr. Analyst, Customer Operations

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 escalate 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

Project & Continuous Improvement Leadership

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.

Required Skills & Competencies

• 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.

Work Environment

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.