Service Quality Analyst

Requisition 37985: B3 Service Quality Analyst 

A resume helps you stand out to hiring managers and recruiters; your resume communicates your experience and your brand. While it is not required, we encourage you to include an up-to-date resume along with a  completed job application to give you the best opportunity to be considered. A complete resume helps us to better understand your unique  background, relevant experiences, and passions. We look forward to learning about you.

Norfolk Southern offers a unique opportunity to be part of our proud legacy that spans nearly 200 years. We are a customer-centric, operations-driven team dedicated to advancing safety, serving communities, and driving innovation for tomorrow’s rail.  As part of Norfolk Southern, you’ll join a collaborative team where there are opportunities for growth across the organization. We are building a culture where everyone can thrive by owning and driving exceptional results, being humble and leading with trust, serving our customers with excellence, and collaborating and coaching to win.

Overview:

The Intermodal & Automotive (IMAU) division constitutes 62% of NS’ volume and 34% of revenue for a Fortune 500 company. Norfolk Southern has the largest intermodal network in the Eastern United States. Our team takes a whole of business approach to solving complex operational challenges, and works across functions such as Capacity Planning, Financial Planning & Analysis (FP&A), Operations Excellence, and Sales/Marketing.  

This position will play a critical role in formulating the Intermodal and Automotive (IMAU) operating plan and strategy, monitor operational performance levels, and collaborate with internal and external stakeholders to facilitate improvement of service performance.

Duties:

• Deep dive operational issues through a combination of data and anecdotal sources to implement process changes, corrective actions, and service level recovery.
• Devise and disseminate project-related information to multiple stakeholders to support operational initiatives.
• Compile & blend data from multiple sources, e.g. relational stores, flat-files, APIs.
• Write, debug, and update complex SQL statements.
• Create reports and interactive dashboards on a variety of BI platforms.
• Monitors and works to improve service performance for IMAU.
• Analyzes and reports data on IMAU service performance and metrics for senior leadership, internal teams, and customer audiences.
• Performs root cause analysis on IMAU performance challenges using nuanced analysis of data, discussions with operators and field observation.
• Supports operational problem solving between Intermodal Operations, IMAU Commercial teams, Network Planning and Optimization and Transportation.
• Works with internal and external stakeholders on service solutions during periods of operational disruption.
• Verifies accuracy of schedules and alignment with customers, foreign carriers, and internal departments.
• Provide analysis for long-term capacity and growth planning.
• Champion NS Process Improvement Methodology within IMAU Operations.

Education:

Preferred Level: Bachelor’s Degree (BS) 

• Preferred Level:  Bachelor’s Degree (BS)
• Preferred Majors:
  • Logistics
  • Supply Chain
  • Business Analytics
  • Business Intelligence
  • Computer Science
  • Data Science
  • Database Management
  • Information Systems
  • Information Technology
  • Software Engineering

Technical Skills:

• Structured Query Language (SQL)
• SSRS
• Tableau
• Microsoft Office

Preferred Technical Skills:

• Microsoft Project
• JIRA
• Python
• Alteryx
• Tibco Spotfire
• Microsoft SQL Server, Teradata, IBM DB2
• SSIS, SSAS, MDX

Skills and Abilities:

• Project Management
• Process Mapping
• LEAN Process Exposure
• Data Management
• Data Visualization
• Analytical Thinking
• Customer Service
• Time Management
• Written & Verbal Communication
• Leadership
• Teamwork

Career Path:

• Future Jobs:
  • Operations Senior Data Analyst
  • Continuous Improvement Group Manager
  • Operations Research Manager
  • Service Planning Manager

Work Conditions:

• Environment:  Office
• Shift Work:  No
• On-Call:  No
• Weekend Work:  Occasional
• Travel Required:  0-5 Days per Month
• This position has a hybrid work schedule, requiring ~40% of time in office.

Company Overview

Since 1827, Norfolk Southern Corporation (NYSE: NSC) and its predecessor companies have safely moved the goods and materials that drive the U.S. economy. Today, it operates a customer-centric and operations-driven freight transportation network. Committed to furthering sustainability, Norfolk Southern helps its customers avoid 15 million tons of yearly carbon emissions by shipping via rail. Its dedicated team members deliver more than 7 million carloads annually, from agriculture to consumer goods, and is the largest rail shipper of auto products and metals in North America. Norfolk Southern also has the most extensive intermodal network in the eastern U.S., serving a majority of the country’s population and manufacturing base, with connections to every major container port on the Atlantic coast as well as the Gulf of Mexico and Great Lakes. Learn more by visiting www.NorfolkSouthern.com.

At Norfolk Southern, we believe in celebrating our individuality. By leveraging the unique backgrounds and viewpoints of our employees, we can create a culture of innovation, respect, and inclusion. We know that employees thrive in a workplace where differing viewpoints, ideas, and experiences are freely shared and valued. As such, we encourage all employees to contribute their distinctive skills and capabilities to our organization.

Equal employment opportunities are available to all applicants regardless of race, color, religion, age, sex, national origin, disability status, genetic information, veteran status, sexual orientation, and gender identity. Together, we power progress.