Operational Excellence Analyst

Who will you be working with?

The Operational Excellence Analyst supports day-to-day Freight customer service operations by performing standardized, repeatable operational tasks that ensure data accuracy, customer responsiveness, and compliance with defined processes.

How will you make a difference?

This role serves as a frontline operational support function, executing first pass activities across customer master data maintenance, inbound operational requests, and routine audits, while escalating exceptions as needed.

In addition, the analyst supports Operational Excellence initiatives by assisting with defined project activities, gaining hands on exposure to process improvement, process development, and cross‑functional operations within Freight Customer Service.

The role remains focused on execution while providing structured opportunities to develop skills, organizational knowledge, and experience in support of future advancement.

What do we want to know about you?

• High school diploma or equivalent.
• 0–4 years of experience in customer service, operations support, or administrative roles.
• Strong attention to detail and accuracy.
• Ability to follow documented procedures and standard work.
• Comfort working in multiple systems and tools.
• Clear written communication skills.
• Ability to manage routine, repetitive tasks with consistency.

What will your typical day look like?

Customer & Operational Support

• Serve as a first‑pass operational support resource for customer service requests routed to Operational Excellence.
• Monitor and respond to inbound operational queues (e.g., helpdesk requests, voicemails, or system‑generated work items) following documented procedures.
• Triage requests and complete standard actions independently; escalate non‑standard or exception items according to defined escalation paths.

Customer Master Data Management

• Perform routine customer data maintenance activities in accordance with established governance and documentation standards, including:
• Customer address updates
• Customer term updates
• Shipping note maintenance
• Accounts receivable invoice email updates

Ensure all updates are:

• Accurate
• Properly documented
• Completed within defined turnaround times

Operational Adjustments & Maintenance

• Execute recurring operational updates such as surcharge modifications or similar predefined changes on a scheduled (e.g., weekly, monthly, quarterly) basis.
• Follow established checklists and validation steps to ensure consistency and compliance.
• Maintain records of completed actions for audit and tracking purposes.

Compliance & Audit Support

• Support routine document retention and compliance activities by performing standard audit checks.
• Validate required documentation is present, properly stored, and accessible.
• Flag gaps, missing documents, or inconsistencies for review by senior team members.

Scheduling & System Support

• Support basic scheduled-driven operational activities (e.g., workload balancing, coverage‑related tasks, or system queue monitoring) as defined by the OpX team.
• Execute assigned tasks within operational systems according to documented instructions.

Project Support & Development

• Support Operational Excellence Specialists on process improvement and process development initiatives through assigned project tasks and activities.
• Assist with project work such as data gathering, documentation updates, process mapping support, testing assistance, and preparation of materials.
• Participate in project working sessions and meetings to build understanding of Operational Excellence methodologies, tools, standards, and Standard Work.
• Apply learned concepts to assigned work while operating within defined guidance and oversight.
• Develop working knowledge of Freight Customer Service operations, systems, and organizational structure to support continued skill development and advancement.

You may also be asked to perform other duties outside of your function or trade, for which adequate training will be provided if necessary.

The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands, and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, is available at mywabtecbenefits.com. 

Wabtec will only employ those who are legally authorized to work in the U.S. for this opening. Any offer of employment is conditioned upon the successful completion of a drug screen (as applicable) and fitness for duty test (as applicable).

Our job titles may span more than one career level. The salary rate for this role is currently $62100-85300 The actual salary offered to a candidate may be influenced by a variety of factors, such as: training, transferable skills, work experience, education, business needs, market demands and work location. The base pay range is subject to change and may be modified in the future. More information on offered benefits, which include health, welfare, and retirement, are available at mywabtecbenefits.com. Other benefit offerings for this role may include annual bonus, if eligible.

What could you accomplish in a place that puts People First?

At Wabtec, it’s not just about a job - it’s about the impact you make. When our people come together, we’re Expanding the Possible by continuously improving what we do and how we do it - for our clients and each other.

If you’re ready to revolutionize how the world moves for future generations, Wabtec is the place for you.
 

Who are we?

Wabtec is a leading global provider of equipment, systems, digital solutions, and value-added services for the freight and transit rail sectors. Drawing on more than 150 years of experience, we are leading the way in safety, efficiency, reliability, innovation, and productivity. Whether it’s freight, transit, ports, logistics, mining, industrial, or marine, our expertise, technologies, and people together – are accelerating the future of transportation. With roots that date back to George Westinghouse, Thomas Edison, and Louis Faiveley, Wabtec has always built technologies and implemented solutions for a variety of sectors that are critical to meeting the needs of customers and governments alike.

Our global team of about 30,000 employees worldwide delivers performance that moves the world forward. We’re lifelong learners, obsessed with better. Learn more at www.WabtecCorp.com.

Culture powers us and the possibilities.

We believe the best ideas come from a mix of experiences and backgrounds. At Wabtec, we strive every day to create a place where everyone belongs. We’re building a culture where leadership, inclusion and your unique perspective fuel progress.

We’re proud to be an Equal Opportunity Employer. We welcome talent of all backgrounds, experiences, and identities, including race, gender, age, disability, veteran status and more.

Need accommodation? Just let us know - we’ve got you.