Manager On Board Services - 90000683 - San Antonio

This position will be supporting the Texas Eagle, Sunset Limited and Heartland Flyer routes

SUMMARY OF DUTIES:

The position provides field management and oversight of all aspects of on-train service delivery in the business with specific responsibility for a designated group of on-board personnel.  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.

The OBS Manager will be responsible for demonstrating Amtrak’s values and leadership philosophy while providing customers with excellent service and meeting performance targets that are driven by and aligned with the Strategic Plan goals in the following areas:

• Safety and Security
• Customer Focus
• Financial and Organizational Excellence

Responsibilities include day-to-day management of all On-board services on designated routes, 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 revenues and ridership, reduction in costs, and efficiency improvements
• Customer Service delivery of on-board service personnel
• Environmental, safety and rules compliance
• Administration and business performance

The OBS Manager will collaborate with multiple departments and other functional and technical groups within the company to ensure compliance with standards and policies established by Amtrak and regulatory authorities. Such relationships include, but are not limited to, teams responsible for fleet performance, marketing and revenue management, food & beverage services, human resources, finance, technology, etc.

ESSENTIAL FUNCTIONS:

• Provides On-board service oversight, develops and manages budget, controls OBS expenditures, and enforces route standards to improve financial performance through metrics including:
  • Route net financial performance (e.g., cost recovery %)
  • Route financial metrics (e.g., RASM, CASM)
• Oversees customer service delivery by on-board services employees, and closely collaborates with those directly responsible for oversight of operating employees, resulting in high levels of customer satisfaction and increased customer retention, measured in areas that include:
  • Customer satisfaction scores (eCSI)
  • Customer feedback and trends, including on-train surveys
  • On-time performance and controllable delays
• Leads and develops talent through effective performance management and talent evaluation to satisfy performance goals. Builds team reflecting Amtrak’s diversity initiatives. Invests in the growth and development of direct reports and other identified talent in their organization.
• Collaborates with the Mechanical forces to ensure the make-up and cleaning of passenger cars comply with all relevant standards in order to provide clean and serviceable equipment to the route that meets or exceeds customer expectations. This includes adherence to regulatory and Amtrak standards including quality management system requirements. Measures include:
  • On-time performance
  • Compliance measures including QMS audits
  • Customer satisfaction scores (eCSI)
• Establishes and implements continuous process improvements to support excellent customer service delivery on board trains. Metrics include:
  • Process improvements implemented
  • Employee engagement measures
  • Customer satisfaction scores (eCSI

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree in Business Administration, Transportation or related fields or the equivalent combination of education, training and/or work experience may be considered in lieu of a degree
• Significant leadership, customer service and financial management experience, preferably in transportation-related or customer services operations
• Demonstrated computer skills including word processing, spreadsheets and presentation software

PREFERRED QUALIFICATIONS:

• 3 or more years of relevant experience preferred
• Extensive experience in analyzing metrics and data with the ability to apply information to manage behavior and any change associated with improving the operation from a Safety, budgetary and customer service balanced focus.  
• Extensive experience directly managing an operating budget in excess of $100mm dollars
• Ability to effectively facilitate change including development of innovative approaches designed to address chronic issues and concerns while garnering support and acceptance of change effort
• Knowledge of applicable federal, state, and local regulatory requirements and local labor agreements

COMMUNICATIONS AND INTERPERSONAL SKILLS:

Must have excellent oral and written communication skills.

The salary range for the Mgr On Board Services position is $78,600 - $101,844. 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.