Asst Superintendent Customer Service - 90388998 - Chicago
Chicago, IL, US, 60607
Your success is a train ride away!
As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.
Are you ready to join our team?
Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.
Job Summary
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Manages on‑board service, coach cleaning, and crew base operations within an assigned operating area to ensure safe, compliant, and reliable passenger service delivery. Leads supervisors and represented employees, oversees staffing and day‑to‑day operations, and administers budgets and support services in alignment with established policies, labor agreements, and service standards. Exercises judgment within defined objectives and operational guidelines. |
Essential Functions
- Plan, direct, and monitor daily on‑board service and crew base operations to meet safety, service quality, and performance standards.
- Lead, coach, and hold accountable supervisors and represented employees; manage staffing, scheduling, performance management, and adherence to labor agreements.
- Implement and enforce safety programs, operating rules, and corporate policies; address incidents, service disruptions, and corrective actions as required.
- Manage assigned budgets and administrative processes, including payroll controls, staffing costs, and vendor or support service coordination.
- Partner with internal stakeholders to resolve service issues, support service recovery, and implement operational improvements.
Minimum Qualifications
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Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
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Plus 7 years of relevant work experience.
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Preferred Qualifications
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Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
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Plus 9 years of relevant work experience.
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Knowledge, Skills, and Abilities
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Working knowledge of passenger service operations within a regulated transportation environment.
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Ability to manage supervisors and unionized workforces, apply labor agreements consistently, and address employee relations matters.
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Understanding of safety programs and operational policies, with the ability to translate requirements into day‑to‑day execution.
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Ability to manage staffing models, schedules, budgets, and administrative controls to support operational objectives.
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Clear written and verbal communication skills and sound judgment in resolving operational and service issues.
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The target salary for the Assistant Superintendent Customer Service is $125,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee’s assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee’s base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position.
| Health and Wellbeing | Financial and Retirement | Work and Family Life Support |
| Health, Dental, and Vision Insurance | 401K with Employer Match | Generous Paid Time Off |
| Wellness Programs | Railroad Retirement Benefits | Paid Caregiving Days and Backup Care |
| Health Savings Account | Public Service Student Loan Forgiveness | Fertility and Family Building Benefits |
| No-cost Personal Health Advocate | Student Loan Assistance | Adoption and Surrogacy Assistance |
| Medical Plan Opt-out Credit | Tuition and Education Reimbursement | Paid Family Leave |
| Life Insurance | Rail Pass Privileges | |
| Short- and Long-term Disability Insurance | Employee Assistance Program | |
| No-cost Financial Advisor Sessions | Commuter and Flexible Spending Accounts |
Learn more about our benefits offerings here.
Requisition ID:166924
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 75%
You power our progress through your performance.
We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.
Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.
Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.
In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.
In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.
Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.
