Director Customer Care - 90398543 - 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:

Director of Customer Care Center: Championing Service Excellence and Supporting Strategic Transformation.

The Director of Customer Care Center Operations plays a critical leadership role in managing the day-to-day performance and long-term transformation of our multi-channel Customer Care Center. This position is central to delivering a hospitality-driven service experience that exceeds customer expectations, while building the operational foundation for scalable, future-ready support.

Working in close partnership with the Senior Director of Customer Care, this leader will help shape and execute the strategic vision for the care center’s evolution, from a traditional support function to a dynamic, customer-centric hub that drives loyalty, efficiency, and brand advocacy. Supporting the Senior Director is not only essential to this role; it is a key driver of success, ensuring alignment across initiatives, teams, and business priorities. 

The ideal candidate is both a people leader and a performance optimizer: someone who can inspire frontline teams, foster a culture of engagement, and implement systems and processes that adapt to changing business needs. This role demands a balance of empathy and execution, vision and precision, leadership, and partnership.  This candidate must also demonstrate a strong ability to lead a largely labor-agreement represented frontline workforce, building trust and collaboration while respecting collective agreements and promoting operational excellence.

ESSENTIAL FUNCTIONS:
Operational Leadership:
• Oversee daily operations across inbound/outbound voice, chat, email, and other emerging care channels.
• Lead capacity planning, workforce optimization, and queue management to meet service level and productivity goals.
• Drive continuous improvement and standardization across processes, SOPs, and escalation management.
• Effectively manage relationships with union representatives, ensuring compliance with collective bargaining agreements, and supporting fair labor practices across daily operations.

Strategic Partnership & Leadership Support
• Align operational priorities with broader business goals, ensuring seamless collaboration across leadership, cross-functional teams, and strategic initiatives.
• Provide insights, recommendations, and reporting to support executive decision-making and strategic planning.

Performance Management:
• Monitor and optimize KPIs: First Call Resolution (FCR), Average Handle Time (AHT), Average Speed Answer (ASA), Quality Assurance (QA), and Customer Satisfaction CSAT to identify areas for improvement and continued learning,

Service Quality
• Mentor and guide the workforce to embed hospitality and empathy in every customer interaction; serving as a champion for a customer-first culture and modeling the behaviors that foster meaningful customer experiences.
• Partner with training, Quality Assurance (QA), and Customer Experience (CX) teams to define service standards and implement coaching programs.
• Monitor, evolve, and improve key metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and contact resolution.

Team Development
• Lead and coach a team of 25+ frontline managers and supervisors, supporting a culture of continuous improvement and accountability. 
• Foster a culture of high accountability, recognition, and development.
• Champion diversity, equity, and inclusion in leadership practices and team culture.

Day-to-Day Management
• Ensure compliance with Collective Bargaining Agreement (CBA) legal, privacy, accessibility, and safety standards.
• Maintain business continuity protocols and function as an escalation point during critical incidents or service failures.
• Protect brand reputation through proactive issue resolution and care escalation processes.
• Leverage reporting and analytics to track performance, identify trends, and support executive decision-making.

MINIMUM QUALIFICATIONS:
• Education: A BS in business administration, management, or a related field required. 

• 11 years of relevant experience required.
• Experience: 10+ years in an omnichannel contact center or related environment.
• Skills: Strong command of Microsoft Office products (PowerPoint, Excel, Word, SharePoint, etc.)

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
• Leadership & Management: Proven ability to lead, mentor, and motivate teams. 
• Communication Skills: Excellent verbal and written communication for team and stakeholder interaction. 
• Technical Proficiency: Expertise in call center software, CRM tools, analytics platforms, and emerging AI and automation experience preferred.
• Customer Focus: A strong understanding of customer needs and experience in delivering excellent customer service. 
• Strategic Thinking: Ability to develop and implement strategies for continuous improvement. 
• Problem-Solving: Strong ability to resolve escalated issues and find solutions to complex problems.
• Strong command of KPIs and metrics (CSAT, NPS, FCR, AHT, SLA, QA scores) and how to drive performance improvements.

PREFERRED EXPERIENCE:

• 13+ years of relevant experience preferred.

• Minimum 10+ years of progressive leadership experience at Director Level or above in large-scale, multi-site contact center operations.
• Proven success managing teams of 400+ agents across multiple channels (voice, chat, email, social, self-service).
• Experience leading transformation initiatives, including digital adoption, AI/automation, and workforce optimization.
• Experience leading and managing a collective bargaining agreement workforce. 
• Demonstrated ability to manage vendor relationships and outsourced operations.

WORK ENVIRONMENT:
• High volume, omnichannel contact center.
• Remote, hybrid, premise, and third-party workforce
• Dynamic, fast-paced, challenging environment
• Occasional travel (up to 20%)
• Based in Philadelphia, PA

PAY TRANSPARENCY:

The salary/hourly range is $163,000-$211,140 , 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:165272

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, 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..