Sr Manager Customer Support (Data & Technology)

Location: Fort Worth, TX, United States; hybrid schedule with one remote day per week

Salary: $107,000–$135,000 per year, plus bonus eligibility

Company

hirify.global is a major U.S. railroad transporting freight across 28 western states and three Canadian provinces.

What you will do

• Design, develop, maintain, and enhance dashboards, scorecards, and reporting solutions for Customer Support Center performance.
• Monitor operational, service, productivity, quality, and customer experience metrics to identify trends, risks, and improvement opportunities.
• Analyze complex datasets and deliver actionable insights and recommendations to business leaders.
• Develop recurring and ad hoc reports and translate stakeholder requirements into analytical solutions.
• Support analytics and AI-driven solutions, emerging technology evaluation, and customer experience measurement.
• Collaborate with technology and business teams while managing multiple priorities and maintaining data accuracy.

Requirements

• Must be able to work in the United States without current or future sponsorship for employment authorization.
• Bachelor’s degree in a business-related discipline and/or five years of relevant marketing, operations, customer service, or related experience.
• Experience developing dashboards and reports with business intelligence and data visualization tools.
• Strong knowledge of database structures, relational data, data management, extraction, transformation, manipulation, and analysis.
• Experience with SQL Server Integration Services and Reporting Services, .NET, Visual Studio, Telerik controls, Tableau, Salesforce CRMA, and Power BI.
• Knowledge of database design, DB programming, SQL, Teradata SQL Assistant, and data transfer across mainframe, PC, midtier, cloud, and user development environments.

Nice to have

• Customer experience, customer service, contact center, or operations experience.
• Knowledge of artificial intelligence, machine learning, predictive analytics, automation, and modern analytical practices.
• Experience with large datasets, enterprise reporting systems, data modeling, and cross-functional initiatives.
• Experience in computer science, transportation, or marketing and knowledge of BNSF information systems and structure.

Culture & Benefits

• Inclusive workplace focused on safety, belonging, and equal opportunity.
• Comprehensive health, dental, vision, telemedicine, mental health, life, and disability coverage.
• 401(k), Railroad Retirement program, HSA contributions, and annual incentive compensation.
• Family-building, parental, adoption, surrogacy, and dependent-care benefits.
• Generous leave policies, wellness support, and employee discounts.
• Indoor office work with work-life balance and schedule flexibility.

Hiring process

• Employment requires background verification, medical review, and a pre-employment drug screen.