Mgr On Board Services - 90354521 - New York
New York, NY, US, 10001
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
Oversee on-train service delivery and manage a designated team of on-board personnel, ensuring excellent customer service and adherence to safety and security protocols. Handle financial oversight to increase revenues, reduce costs, and enhance efficiency. Lead customer service efforts, ensure environmental and safety compliance, and oversee administrative functions. Collaborate with various departments to ensure alignment with standards, policies, and regulatory requirements, involving fleet performance, marketing, revenue management, food & beverage services, human resources, finance, and technology teams.
Essential Functions
- Manages on-board service oversight, budget development, and expenditure control to enhance financial performance, focusing on metrics like route net financial performance and financial ratios such as RASM (Revenue per Available Seat Mile) and CASM (Cost per Available Seat Mile).
- Ensures high customer satisfaction and retention by overseeing on-board service delivery, collaborating closely with operating employees, and monitoring metrics such as eCSI scores, customer feedback, on-time performance, and controllable delays.
- Leads talent development through effective performance management and evaluation, emphasizing diversity initiatives and investing in the growth of direct reports and organizational talent.
- Collaborates with Mechanical forces to maintain clean and serviceable passenger cars, ensuring compliance with regulatory and standards, measured by on-time performance, QMS audits, and customer satisfaction.
- Implements continuous process improvements to enhance on-board customer service, measured by the implementation of improvements, employee engagement metrics, and eCSI scores.
Minimum Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 3 years of relevant work experience.
Preferred Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 5 years of relevant work experience.
Knowledge, Skills, and Abilities
- Demonstrated ability to oversee and enhance customer service delivery on board trains, ensuring high satisfaction levels and customer retention through effective management of on-board service personnel.
- Proficiency in budget development, expenditure control, and financial performance metrics (e.g., route net financial performance, RASM, CASM) to optimize financial outcomes and cost efficiency.
- Proven leadership skills in managing and developing diverse teams, fostering an inclusive environment reflective of organizational diversity initiatives, and investing in talent growth and performance management.
- Knowledge and experience in ensuring compliance with regulatory standards and policies related to passenger car cleanliness, serviceability, and safety, including quality management system (QMS) requirements.
- Ability to identify opportunities and implement continuous process improvements to enhance on-board service delivery, measured by metrics such as process improvements implemented, employee engagement, and customer satisfaction scores (eCSI).
The target salary for the Mgr On Board Services I is $103,400 and $108,400 for the Mgr On Board Services II. 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:165609
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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