Station Mgr II - 90072104 - New York

Date: Nov 25, 2023

Location: New York, NY, US, 10001

Company: Amtrak

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.

 

This position is a tiered position. Incumbents will have a position level assigned based on their skills and experience, and in alignment with position development plans. Position placement is at Amtrak’s sole and absolute discretion.

 

SUMMARY OF DUTIES:
Within an assigned division the position is responsible for managing and directing all passengers and train-related activities involved with station operations, ensuring an efficient, passenger-focused, and well-organized operation in compliance with Amtrak policies and procedures. Provide leadership, mentoring and guidance to station employees regarding daily performance. Manage employees involved in providing service to passengers that may include boarding of trains, red cap, checked baggage, ticketing, dissemination of passenger information, including operation of passenger information systems, assist passengers requiring assistance, cleaning and maintenance of station facilities.  Ensure safe and efficient station operations, optimize the employee contribution, passenger service and on-time performance, while providing appropriate levels of leadership in all areas.  This position will also be responsible for responding to and addressing customer needs and issues both in a face-to-face interaction as well as formal correspondences. Support and provide efficient management and oversight for stations related to budgets, staffing, payroll, a variety of support services, such as uniforms, etc., that maximize the provision of passengers and achieve financial and service delivery goals.

 

ESSENTIAL FUNCTIONS:

  • Oversee and direct station service operations conducted through an assigned area of the division to provide the highest level of passenger satisfaction and achieve optimum customer satisfaction.
  • Manage and monitor processes related to passenger interaction and entraining/detraining to ensure safe and satisfied passengers and employees and achieve on-time performance standard levels.
  • Encourage and enforce staff compliance with corporate policies and procedures relative to customer service and recovery, accounting procedures, safety, security and environmental protection requirements, as well as uniform and grooming standards.
  • Adhere to headcount standards, training, measuring and improving performance, counseling and appropriately discipline and reward station service employees in compliance with corporate standards and labor agreements.
  • Serve as a liaison with Customer Service, Mechanical, Material Control and other departments, as necessary and where appropriate to coordinate and resolve service issues, including train delays, equipment and mechanical issues and service disruptions to assure passenger accommodation and crew availability.
  • Handling of service disruptions and recovery efforts; (dealing with angry customers, making re-accommodations for hotels, buses, special needs, and unaccompanied minors) which require ability to work calmly under high pressure conditions.
  • Where applicable, manage and monitor state-related contracts, engineering department and facility management entities. 
  • Where applicable, manage and direct facility maintenance, coordinating with the Engineering department and facility management entities.
  • Ensure implementation of proactive service recovery procedures designed to minimize passenger inconvenience.
  • Manage and oversee station employees and/or station service remittance audits to ensure compliance with policies and procedures and to protect the revenue.
  • Promote and encourage productive and professional relationships with local and state agencies, railroad personnel, commuter agencies (if applicable) and labor organizations and external contractors and vendors to support corporate goals for financial support and service delivery.
  • Responsible for the implementation of the department’s safety plans, with specific goals and objectives to reduce injuries.    
  • Ensure compliance of Amtrak, local, state and federal mandates policies and procedures.

 


MINIMUM QUALIFICATIONS:

  • Significant management experience with passenger handling and service delivery. 
  • Significant management experience with station operations.
  • Significant experience administering contracts with freight, commuter, or private entities relating to station operations, where applicable.   
  • Significant experience leading and managing others with varying levels of expertise, exhibiting innovative leadership and management skills.
  • Demonstrated ability to manage a departmental operating budget.
  • Prior satisfactory work experience and proven leadership skills.
  • Prior work experience in dealing with various unions.

 

 

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

  • Extensive computer skills with knowledge of spreadsheets, data base, presentations and word processing software related to field.
  • Ability to communicate both orally and written to work effectively with various agencies, departments and individuals throughout the organization with both internal and external customers.
  • Must possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak labor agreements pertaining to station employees and operations.
  • Must have knowledge of safety programs
  • Must have strong organizational skills.
  • Able to monitor employee performance.
  • Able to create reports to illustrate job performance.

 

 

PREFERRED QUALIFICATIONS:

  • Minimum of two (2) years’ experience in station operations.
  • Bachelor’s Degree in Business Administration, Transportation, or a related field.

 

 

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.
 

 

The salary range is $100,000.  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:160185
Posting Location(s):New York
Job Family/Function:Transportation 
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.