Asst Superintendent Customer Service - 90001487 - Los Angeles
Los Angeles, CA, US, 90012
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
The position provides guidance and oversight to our station operations team throughout the Southwest Division, primarily focusing on our small and medium size locations. It supports our District and Regional Managers, ensuring alignment with strategic objectives and operational directives while maintaining compliance with Amtrak policies and all applicable governmental regulations. Key responsibilities include evaluating service delivery, ensuring an effective organizational structure, efficient staffing, and safety practices; identifying improvement opportunities; fostering effective communication; and developing and monitoring budgets.
Essential Functions
Terminal Management
• Oversee day-to-day operations of a major terminal, including leadership and business performance.
• Coordinate major functions to ensure exceptional customer service and financial improvements.
Financial Oversight
• Drive overall financial performance through efficiency gains and cost reductions.
• Develop and manage station-level strategic business plans.
Station Operations
• Ensure cleanliness and serviceability of the station, including ticketing, baggage, boarding, crew base, and property management.
• Manage station property and contract efforts for cleaning, repairs, and safe operations.
Customer Service
• Lead passenger-facing terminal services and station operations.
• Oversee station managers and terminal service personnel.
• Monitor customer satisfaction metrics (CSI), surveys, and feedback.
Safety & Compliance
• Promote and maintain a strong safety culture for employees and customers.
• Ensure compliance with environmental, safety, and regulatory standards.
• Track safety metrics, injuries, and cultural health scores.
Performance Metrics
• Monitor KPIs such as on-time performance, delays, operating cost metrics, and safety scores.
• Implement quality assurance controls and performance tracking.
Environmental Initiatives
• Drive energy efficiency, recycling improvements, and environmental compliance.
Administrative & Reporting
• Prepare reports, presentations, and correspondence.
• Act as single point of contact for agencies, officials, vendors, and partners.
Collaboration
• Work with train route managers, business lines, state partners, and Metra to achieve terminal objectives.
• Support executive-level projects with technical expertise.
Minimum Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 7 years of relevant work experience.
Preferred Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 9 years of relevant work experience.
Knowledge, Skills, and Abilities
• Proven experience in creating and managing budgets effectively.
• Working knowledge of CFR 49 Transportation Code and union labor agreements.
• Experience with Safety Starts with Me and other safety programs.
• Background in service-oriented organizations.
• Strong leadership and supervisory skills; ability to motivate and lead diverse teams.
• Knowledge of train and engine operations and dispatch procedures.
• Familiarity with federal, state, and local regulatory requirements.
• Expertise in conflict resolution and investigations.
• Comprehensive understanding of safety programs.
• Strong decision-making, problem-solving, and communication skills.
• Ability to manage multiple priorities and make effective decisions in a fast-paced environment.
• High level of confidentiality and professionalism.
• Excellent time management and responsiveness to customer needs.
• Proficiency in Microsoft Excel, Access, Word, PowerPoint, and WMS.
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 and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.
Requisition ID:165472
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 25%
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.
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