Asst Superintendent Customer Service - 90363382 - Raleigh
Raleigh, NC, US, 27603
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
• The position has direct oversight and responsibility for supporting and managing Southeast operations related to the Ticket Office, baggage, property management, and the Southeast Managers, 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 Southeast Stations, 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 Southeast Managers for territory
• 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), Southeast Station 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, and state partners.
• 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
Minimum Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 7 years of relevant work experience.
Preferred Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 9 years of relevant work experience.
Knowledge, Skills, and Abilities
- Possesses strong decision-making, problem-solving, and communication skills
- Demonstrates leadership and management abilities, motivating others and resolving conflicts effectively
- Manages multiple priorities and makes effective decisions in a fast-paced environment
- Maintains confidentiality at a high level
- Effectively manages time to provide prompt and accurate responses to customers
- Proficient in PC-based spreadsheet software (Microsoft Excel, Access), as well as Microsoft Word, PowerPoint, and WMS
The salary/hourly range is $113,200.00 – $146,664.00. 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:165581
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.
