Superintendent Customer Service II - 90361873 - Los Angeles

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.

 SUMMARY OF DUTIES:

The position has direct oversight and responsibility for supporting and managing terminal operations related to the Ticket Office, baggage, property management, and District Managers while ensuring the team is aligned around the strategic objectives and plans for operations. This role ensures the adherence to Amtrak and the terminal policies and procedures with a focus on evaluating the effectiveness of the service delivery, organizational structure, staffing, safety, and other internal operations. This role will Identify opportunities for improvement, establish effective and timely communications, and develop and monitor the budget.

Responsibilities include day-to-day management of a major terminal including leadership, business performance, and the coordination of the following major functions to ensure the delivery of exceptional customer service on a consistent basis and financial improvements.

• Overall financial performance including increased efficiency and reduction in costs.
• Cleanliness and serviceability of the station including responsibility for daily ticketing, baggage, boarding, crew base, and property management.
• Customer service delivery of all terminal service personnel and oversight of Station Managers for the territory.
• Terminal station services.
• Environmental, safety and rules compliance.
• Administrative and business performance.
• Other duties as instructed by the manager.

ESSENTIAL FUNCTIONS:

• Effectively contributes to a safe and secure work environment for employees and travel experience for customers. Supports the safety and security culture within the Operations organization and Amtrak.
• Leads passenger facing terminal customer service delivery, station operations, and operation employees resulting in high levels of customer satisfaction, increased customer retention and these are measured in areas that include the following:
• Customer satisfaction index scores (CSI).
• Terminal Services Agreement compliance.
• Customer feedback and trends to include station surveys.
• On-time performance and delays.
• Leads safety practices, always demonstrates a commitment to safety, and delivers sustained safety excellence in areas that include the following:
• Operational safety metrics.
• Terminal injuries (employees and customers).
• Safety culture scores (e.g., cultural health and employee satisfaction scores).
• Safety Starts With Me Leadership.
• Oversees all station property management and contract management efforts to include cleaning and repair of station and boarding platform areas and other activities necessary to support the safe and reliable operation of trains and provide excellent customer service to customers.
• Operating cost metrics ($/square foot).
• Oversees station management and employees including the areas of customer service, service recovery, accounting procedures, safety, environmental compliance, and uniform and grooming standards.
• Operating budget compliance.
• Staffing levels against plan.
• Cleanliness scope, schedules, and metrics.
• Safety targets.
• Passenger amenity levels against plan.
• Leads environmental efforts by partnering with internal and external groups to drive meaningful improvements to include:
• Energy consumption reduction and efficiency improvements.
• Environmental compliance and improvement.
• Station recycling improvements.
• Establishes and implements processes to support excellent customer service delivery at terminal ticket offices, baggage, and general station support and state-of-good repair.
• Ticket line wait times.
• QuikTrak machine availability.
• Checked baggage claim wait times.
• Ensures scheduled staffing levels are met.
• Proper uniforms and supplies.
• Administrative reports are correct and on schedule.
• Implements and tracks quality assurance control procedures and performance metrics.
• Oversees the preparation of station level specific strategic business plans.
• Acts as the single point of contact (SPOC) and is responsible for providing information to agency executives and management staff, city/county staff and officials, outside agencies, consultants and vendors, and special interest groups (as appropriate) while ensuring compliance with federal, state, and local regulatory requirements and internal operating procedures as associated with the policies and procedures of Amtrak.
• Directs terminal business objectives through collaboration with train route managers, other business lines, state partners, and Metra.
• Ensures quality service and infrastructure stability by creating a collaborative and team-oriented environment that focuses on performance and the employee experience and development.
• Provides technical expertise and support to executive level projects as required.
• Prepares correspondence and supporting documentation (reports, presentations, etc.) as required.
• Leads the Safety Starts With Me process.

MINIMUM QUALIFICATIONS:

• Bachelor’s degree required or equivalent combination of training,education and relevant experience may be considered in lieu of a degree
• Proven track record of leadership and team management in a fast-paced environment.
• Experience in budget management, financial performance analysis, and cost reduction strategies.
• Strong background in customer service delivery
• Proven ability to work collaboratively with various internal and external stakeholders to achieve operational goals.
• Proficient in relevant operations management, reporting, and data analysis software applications, including but not limited to Medallia, Tableau, and Salesforce.

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

• Strong leadership and supervisory skills with a proven ability to motivate others.
• Able to lead managers with various levels of experience and tenure.
• Knowledge of train and engine operations, as well as dispatch procedures.
• Working knowledge of the CFR 49 Transportation code and labor agreements pertaining to union employees.
• Knowledge of applicable federal, state, and local regulatory requirements and local labor agreements.
• Strong experience in conflict resolution and investigation skills.
• Excellent verbal and written communication skills, with experience preparing reports and presentations for management and stakeholders.
• Willingness to work varied shifts and be available for emergencies or incidents that may arise.
• Must have knowledge of safety programs and experience with Safety Starts with Me processes.
• Experience in change management, facilitating effective guidance and support for teams during transitional periods.
• Familiarity with safety regulations, environmental compliance standards, and operational safety practices.
• Ability to evaluate operational performance metrics and implement improvement strategies.
• Strong organizational and multitasking abilities, with attention to detail in administrative tasks.

PREFERRED QUALIFICATIONS:

• 11 or more years of relevant experience preferred
• Master’s Degree in Transportation or in a related field.
• Demonstrated ability to deliver comprehensive operational and occupational safety programs.

WORK ENVRIORNMENT:

• Decisions made at this level impact the entire organization and external parties.  The Superintendent is expected to model the highest levels of behaviors and exemplify leadership qualities.
• Able to multi-task in a fast-paced environment requiring quick thinking, tight time constraints, changing priorities, and ability to solve problems.
• Majority of work is performed indoors bu must be flexible to work externally as mandated by operational demands.
• Must be willing to work off hours (nights and weekends), to handle operational requirements to include but not limited to conference calls, decision-making and coordination with CNOC to handle operational emergencies and oversee evening and/or weekend staff and operation.

COMMUNICATIONS AND INTERPERSONAL SKILLS: 

Must have excellent oral and written communication skills.

The target salary is $163,000. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, 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:163719
Posting Location(s):California

Work Arrangement:06-Onsite Click here for more information about work arrangements at Amtrak. 
Job Family/Function:Customer Service 
Relocation Offered:Yes 
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 EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, 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.