AVP Transportation East - 90227084 - New York

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
Directly responsible for the financial, operational, customer satisfaction, safety, and overall business line goals. Responsible and accountable for overseeing all operations decision making. Act as the point of contact and be accountable for ensuring the operational performance of the commuter agency or agencies. Directly responsible for the operating performance of those commuter agency contracts held by the company. Responsible for demonstrating company values and leadership philosophy while providing customers with excellent service and meeting performance targets that are driven by and aligned with the Strategic Plan goals in the following areas: Safety and Security; Customer Focus; Mobility and Connectivity; Environment and Energy; Financial and Organizational Excellence. Provide overall day-to-day management including leadership, operational performance, and the coordination of the following major functions to ensure the delivery of exceptional customer service on a consistent basis and financial improvements such as: Overall financial performance by minimizing operational costs, and implementing efficiency improvements; Customer Service Delivery by all train service personnel; Train operations including coordination with freight railroads; Field station services; route performance direction; Terminal operations; Environmental, safety and rules compliance; Administration and business performance. Hold matrix management relationships with other functional and technical groups within the company to ensure that operations meet the standards and policies established by the company and regulatory authorities, including mechanical and engineering, marketing, human capital, finance, departments, etc.

Essential Functions

•    Provides route group strategic and customer service oversight, develops and manages their budget, controls appropriations and expenditures, and enforces standards to improve financial performance through metrics including:
     •    Meeting budgeted controllable expenses
     •    Adherence to staffing and headcount levels
•    Oversees customer service delivery, station operations, on-board services, and operating employees, resulting in high levels of customer satisfaction and increased customer retention, measured in areas that include:
     •    Customer satisfaction scores (CSI)
     •    Customer feedback and trends, including on-train surveys
     •    On-time Performance & Delays
     •    Partner satisfaction index (if applicable)
•    Directs the Terminals to ensure the make-up and dispatchment of trains will comply with all relevant standards in order to meet published consist and operating plans. This includes adherence to regulatory and Amtrak standards including quality management system requirements. .
     •    Measures include:
          •    Initial terminal delay/On-Time Performance
          •    Customer satisfaction scores (CSI)
•    Establishes and implements continuous process improvements to support excellent customer service delivery in ticket offices, checked baggage, general station support, on-board trains and rolling stock/maintenance of equipment state-of-good repair. Metrics include:
     •    Process improvements implemented
     •    Number of process improvement teams
     •    Employee engagement measures
     •    Customer satisfaction scores (CSI)
•    Leads and develops talent through effective performance management and talent evaluation and by filling open positions with the appropriate mix of internal promotions and external recruitment to satisfy near-term performance, longer-term succession needs, and to insure the organization has the necessary outstanding talent to deliver on Amtrak strategic goals. Builds team reflecting Amtrak’s diversity initiatives. Invests in the growth and development of direct reports and other identified talent in their organization. Engaged in personal development. Employs cross-functional moves and talent planning. Metrics include:
     •    Rate of involuntary turnover for poor and marginal performers
     •    Number of turnovers of high performance and high growth talent
     •    Engagement metrics
     •    Effective differentiation of performance and compensation
     •    Number of employees moved/promoted to other positions/functions
     •    Diversity measures
•    Leads environmental and energy reduction efforts by partnering with internal and external groups to drive meaningful improvements including:
     •    Fuel consumption reduction and efficiency improvements
     •    Utility consumption reduction
     •    Environmental compliance and improvement
     •    On-board and station recycling improvements
•    Oversees the preparation of strategic business plans
•    Directs business objectives through collaboration with Marketing and Sales, Revenue Management and other matrix functions. 
•    Implements and tracks quality assurance control measures and other performance metrics aligned with business plans to ensure objectives are being met. 
•    Acts as the single point of contact (SPOC) with freight railroads for operating issues.
•    Provides advice and counsel relative to the development of contracts and proposals, internal and external, for services integral to providing customer service and operational viability for their area of responsibility.

Additional Responsibilities
•    Other duties as required or assigned

Supervisory Responsibility
Does the job supervise?:  Yes

Minimum Qualifications
•    Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. 
•    Plus 15 years of relevant work experience.

Preferred Qualifications
•    Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. 
•    Plus 15+ years of relevant work experience.

Required Knowledge, Skills and Abilities 
•    Advanced leadership, management, decision making and conflict resolution skills with a proven ability to motivate others. 
•    Effective interpersonal communication skills including writing, presentation, meeting and interview facilitation along with extensive experience communicating orally and in writing within and outside of an organization.
•    Ability to effectively facilitate change including development of innovative approaches designed to address chronic issues and concerns while garnering support and acceptance of change effort.
•    Extensive knowledge of relevant railway regulatory requirements (i.e. FDA, FRA). 
•    Knowledge of applicable federal, state, and local regulatory requirements and local labor agreements.
•    Demonstrated computer skills

The salary/hourly range is $215,000.00 – $302,400.00. 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. 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:166291

Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
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 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.