Assistant Superintendent Customer Service - 90001177 - Philadelphia

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 the District Manager, 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, oversight of Station Managers for territory
• Terminal station services
• Environmental, safety and rules compliance
• Administration and business performance
• Other duties as instructed by 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 operating employees, resulting in high levels of customer satisfaction and increased customer retention, measured in areas that include:
• Customer satisfaction scores (CSI)
• Terminal Services Agreement compliance
• Customer feedback and trends, including station surveys
• On-time Performance & Delays
• Leads safety practices and demonstrates a commitment to safety at all times and to deliver sustained safety excellence, demonstrated in areas that include:
• Operating safety metrics
• Terminal injuries (employees and customers)
• Safety culture scores (e.g., cultural health and employee satisfaction scores), Operating cost metrics ($/Sq.Ft.)
• Safety Starts With Me Leadership
• Oversees all station property management and contract management efforts including cleaning and repair of station and boarding platform areas and other activities necessary to support the safe and reliable operation of trains and excellent customer service provided to customers
• Oversees station management and employees including the areas of customer service, service recovery, accounting procedures, safety, environmental compliance, and uniform/grooming standards
• Passenger amenity levels against plan
• Leads environmental efforts by partnering with internal and external groups to drive meaningful improvements, including:
• 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
• Administrative reports 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) with and responsibility 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 Amtrak’s policies and procedures
• 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, which will focus on performance, as well as 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
• Strong experience in conflict resolution and investigation skills

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree in Transportation or in a related field required or equivalent combination of training, education and relevant experience may be considered in lieu of a degree.
• Prior experience creating and managing budgets effectively
• Working knowledge of the CFR 49 Transportation code and labor agreements pertaining to union employees
• Must have experience with Safety Starts with Me, AVSRS and Enablon processes
• Working knowledge and experience in a service organization
• Strong leadership and supervisory skills, with a proven ability to motivate others
• Knowledge of train and engine operations, as well as dispatch procedures
• Knowledge of applicable federal, state, and local regulatory requirements and local labor agreement
• Must have knowledge of safety programs

PREFERRED QUALIFICATIONS:

• 7 or more years of relevant experience preferred

COMMUNICATIONS AND INTERPERSONAL SKILLS:

Must have excellent oral and written communication skills.

The salary/hourly range is $113,200-$146,664. 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:163594
Posting Location(s):Pennsylvania

Work Arrangement:06-Onsite 
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.