b'26No one moves likeus.ADVERTORIALajot.comAn interview with Carrie Ann Crozier, CSX VP of Intermodal OperationsCarrie Ann Crozier was appointed Vice Presi- tive outcomes.performance, aligning it with CSXs high standards dentofIntermodalOperationsatCSXinJanu- CSX: So, what were some of those changes youand reinforcing our commitment to customer satis-ary 2024. She oversees all operations activities atwere able to implement? faction and operational excellence.the companys 40+ intermodal terminals, ensuringCrozier:OneofthefirstCSX:Speakingofdisrup-efficiency and excellence in service delivery. WiththingsIaddressedwastheFair- tions, weve had storms and the CSX has the capacity, reliability and comprehensive abackgrounddeeplyrootedintherailindustry,burn Intermodal Terminal in Geor- ILA port strike, both impactful for Crozier brings extensive experience to her position.gia. We initiated a comprehensivethe industry. ansportation solutions to deliver your goods with trHow do you handle Prior to joining CSX, she was actively engaged as atransformationtotacklethehis- restructuring operations to these ease. See how we can help you move more, spend less, consultant, providing valuable insights and exper- torical underperformance that hadchallenges?tise to various entities within the industry. long distinguished it as an outlierCrozier: With the port strike, and take your business to new heights. CSX: What interested you in joining CSX? inCSXsintermodalstandards.Initially,feedbackweadoptedaproactiveapproachtorestructuring Carrie Ann Crozier: From an early stage in myfrom both internal assessments and customer inter- operations. Ive gone through a series of labor dis-Find the perfect solution for your needs.career, Ive been captivated by the rail industry. Rail- actions highlighted the need for improvement at theruptions in working with railroads and traditionally, roading is a passion thats deeplyterminal, despite the terminalsdealing with these matters involves preparing for a rootedinmyfamilyhistory.Iadvanced infrastructure, includ- shutdown and gradually restarting operations. How-started in the industry back whening remote-operated cranes. ever, this time, CSX chose to maintain operational I was in university. Joining CSXUponvisitingFairburn,fluidityforaslongaspossible,recognizingthe5/9/24 10:14 AMCSXT-002435_2024_AJOTSales-MarketingPrintAd_11x17_RSG.indd 1feltlikeanaturalprogression,Irecognizedtheterminalsunpredictability of the disruptions duration.especially given the companysimmensepotential,especiallyOurstrategyinvolvedleveragingtherobust inspiringjourneyanditscom- givenitsstrategiclocationcapacity and footprint of CSXs terminals to main-mitment to cultural transforma- amid Atlantasnotorioustraf- tain network fluidity. We continued rail operations tion. When CSX shared with meficwith lots of trucks carry- up until the disruption, creating resilience hubs at their evolving story of the working freight we could convert toeach terminal. By staging traffic at these hubs, we their doing to improve the cus- trains. The key was to translateminimizedtheshocktothesupplychain,allow-tomer and employee experience,this potential into tangible results.ing for a smoother shutdown and a rapid, reactive itresonateddeeplyIsawanWe began by revising the oper- startup once normal operations resumed.opportunity to contribute mean- atingplan,leveraginginsightsThis approach provided a reserve that enabled us ingfully not only to CSX, but tofrom our team across operationsto quickly resume traffic flow to and from the ports, therailindustrysbroadercul- and commercial departments tosignificantly reducing the impact on the supply chain. tural shift. Im excited to be partCarrie Ann Crozier address issues systematically. For our customers and partners involved in the first of a team that values innovation and is dedicated toWe identified 36 actionable items to improve per- and final mile of intermodal transport, this strategy shaping the future ofrail. formanceandbeganmethodicallyaddressingeachensured a swift recovery and demonstrated our com-CSX: When you were first becoming acclimated,one. This approach quickly yielded results, enhancingmitment to maintaining supply chain resilience. Ulti-how did you approach the job? our operational metrics and turning industry percep- mately, our ability to adapt and recover quickly turned Crozier: Ive always been very process driven.tions around. The implementation of data analyticspotential disruption into a manageable challenge.I think my background of having worked in differ- allowed us to track progress effectively, offering clearCSX:InyourroleasCSXVPofIntermodal ent roles was an inherent advantage. I worked inbenchmarks for success. Operations, what are you most looking forward to?operations and network planning but also, I haveAkeymeasureofourimprovementwastheCrozier:Iamexcitedaboutunlockingthe experienced the commercial and supply chain per- drasticreductionintruckturntimes,whichhaveimmense growth potential within CSXs operations. spectives. I knew that understanding the [rail] busi- now become best in class. This not only improvedA big part of this is refining our services, harness-ness from this broader viewpoint would be valuable.the truckers experience but also demonstrated ouring the power of data and analytics to shape our So, looking at challenges outside-in and then inside- enhancedoperationalefficiency.Furthermore,thefuture strategies, and fostering the development of out, is really the approach that Ive taken. terminal, once believed to be at maximum capac- our talented railroaders. Looking ahead, I am also Theres a strong group of people that I get toity,hasexpandeditscapabilities,allowingustoeager to witness CSXs evolution as we continue to work with at CSX. The team here is open to feedbackhandle disruptions with greater resilience and sup- set the industry standard, distinguishing ourselves as and eager to innovate and explore new approaches.port ongoing growth. leaders. The opportunities before us are great, and I With such a solid foundation, weve been able toOverall,thecollaborativeeffortandstrategicam excited to be part of a team that is positioned to experiment and implement changes that drive posi- changesatFairburnhavesignificantlyelevateditstransform the rail industry.'