Station Mgr II - 90072105 - Providence

Date: Oct 14, 2021

Location: Providence, RI, US, 02903

Company: Amtrak

Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. 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 the result of our employees.

Are you ready to join our team?

SUMMARY OF DUTIES:
The position will manage and directs all passenger and train-related activities involving station operations, ensuringan efficient passenger-focused and well-organized operation in compliance with Amtrak and regulatory policies andprocedures. 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 passengerinformation systems, assist passengers requiring assistance, cleaning and maintenance of station facilities. Ensuresafe and efficient station operations, optimizing employee contribution, passenger service and on-timeperformance, while providing appropriate levels of leadership in all areas. This position will also be responsible forresponding to and addressing customer needs and issues both in a face-to-face interaction as well as formalcorrespondences. 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 andachieve financial and service delivery goals

 

ESSENTIAL FUNCTIONS:
• Oversee and direct station service operations conducted through an assigned area of the division to provide thehighest level of passenger satisfaction and achieve optimum customer satisfaction.
• Manage and monitor processes related to passenger interaction and entraining/detraining to ensure safe andsatisfied passengers and employees and achieve on-time performance standard levels.
• Encourage and enforce staff compliance with corporate policies and procedures relative to customer service andrecovery, accounting procedures, safety, security and environmental protection requirements, as well as uniformand grooming standards.
• Adhere to headcount standards, training, measuring and improving performance, counseling and appropriatelydiscipline 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 andwhere appropriate to coordinate and resolve service issues, including train delays, equipment and mechanicalissues and service disruptions to assure passenger accommodation and crew availability.
• Where applicable, manage and monitor state-related contracts, engineering department and facility managemententities.
• Where applicable, manage and direct facility maintenance, coordinating with Engineering department and facilitymanagement entities.
• Handling of service disruptions and recovery efforts (dealing with angry customers, making re-accommodationsfor hotels, buses, special needs, unaccompanied minors) which requires ability to work calmly under high pressureconditions. • Manage and oversee station employees and/or station service remittance audits to ensure compliancewith policies and procedures and to protect revenue.
• Promote and encourage productive and professional relationships with local and state agencies, railroadpersonnel, commuter agencies (if applicable) and labor organizations and external contractors and vendors tosupport corporate goals for financial support and service delivery.
• Responsible for the implementation of the department’s safety plans, with specific goals and objectives to reduceinjuries.
• Ensure compliance of Amtrak, local, state and federal mandates policies and procedures

 

MINIMUM QUALIFICATIONS:
• High school diploma or (GED) High School Equivalency Diploma
• Bachelor’s Degree required OR equivalent combination of training, education and relevant experience may beconsidered in lieu of a degree.
• 3 years of relevant experience required
• 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 stationoperations, where applicable.
• Significant experience leading and managing others with varying levels of expertise, exhibiting innovativeleadership ad management skills.
• Demonstrated ability to manage a departmental operating budget.
• Prior satisfactory work experience and proven leadership skills
• Extensive computer skills with knowledge of spreadsheets, data base, presentations and word processingsoftware related to field.
• Ability to communicate both orally and written to work effectively with various agencies, departments andindividuals throughout the organization with both internal and external customers.
• Must possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak laboragreements pertaining to station employees and operations

 

PREFERRED QUALIFICATIONS:
• Bachelor’s Degree in Business Administration, Transportation or a related field.
• 5+ years of relevant experience preferred
• Minimum of two (2) years experience in station operations

 

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

Requisition ID:71022
Posting Location(s):Rhode Island
Job Family/Function:Transportation 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.
 

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.


All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.


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.


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.



POSTING NOTES: Transportation || Railroad Operations