As director of customer experience, my job is all about making sure our customer success and product support teams are here to address customer questions. Our products and services are critical to the freight rail industry, and our people have to be ready to respond when a critical situation arises. I provide leadership to help ensure our support teams are aligned with our corporate strategy, which emphasizes the availability and quality of our products. I also work with individual team members to help them do their jobs better and grow as professionals.
Much of my day involves collaboration with groups like product management and IT, working with them to help Railinc make enhancements to our products that improve the overall customer experience. I work with my own support teams to help them address customer issues. Almost everything I do involves making sure Railinc is as easy to do business with as possible. But one of the most rewarding things about my job is helping people grow and move up in the company. The Customer Success Center (CSC) is a great place to start at Railinc—almost 30 of our current employees started in a CSC role. Part of my job is to help my employees grow and take steps to reach their professional goals.
"The freight rail industry is a fascinating one. Being part of its rich history is a great part of working at Railinc."
What I Like
The best part of my job is its fast pace and diversity. I never have a chance to get bored. It can be challenging to set priorities and manage expectations when new issues crop up overnight that require my full attention. But Railinc encourages thinking outside the box to resolve challenging issues. The freight rail industry is a fascinating one. Being part of its rich history is a great part of working at Railinc. We work with some of the newest technologies to support one of our nation's oldest and most iconic industries. And we have a lot of fun doing it.
I went to work for one of the Class I railroads after a college professor recommended the industry. Within Railinc, there are many opportunities for professional development, education and teambuilding. The company takes great care to develop its people, and the employees here enjoy working at Railinc. We are a close group that enjoys spending time together.