Lead, Services and Standards Stations - 90268815 - Washington
Washington, DC, US, 20001
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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.
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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 Lead, Services & Standards Specialist - Stations is a pivotal individual contributor role responsible for driving operational excellence and enhancing the frontline employee and customer experience across our diverse network of stations. This role serves as the primary subject matter expert, deeply understanding current operational policies, workflows, and challenges specific to stations, which range from small, unstaffed locations to large, multi-train hubs with checked baggage services. The Lead, Services & Standards Specialist - Stations identifies opportunities for improvement, conceptualizes innovative policy solutions that enhance key metrics, and collaborates closely with both station leadership and frontline staff (including Station Agents and Red Caps) to ensure policies are practical, effective, and clearly understood. This position is critical in translating real-world station needs into conceptual policy drafts for formalization by the Technical Publications team.
Essential Functions
- Operational Deep Dive: Maintain an in-depth and current understanding of all operational processes, procedures, and challenges specific to the full spectrum of station environments, from small unstaffed locations to large hubs with varying service offerings (e.g., checked baggage).
- Policy Analysis & Gap Identification: Proactively analyze existing policies and procedures within station operations to identify gaps, inefficiencies, and areas for improvement, considering the unique needs of Station Agents and Red Caps.
- Policy Concept Development: Develop and propose conceptual drafts for new or improved operational policies and standards, specifically designed to enhance key performance metrics (e.g., customer flow, baggage handling efficiency), and the overall station experience.
- Manual Development and Management: Assist in the development of stations manual and supporting documentations along with quarterly revisions supporting policy updates and enhancements.
- Collaboration with Technical Publications: Partner closely with the Manager, Technical Publications and their team, providing clear, comprehensive conceptual policy drafts and collaborating through the formalization process into official manuals.
- Leadership Engagement: Cultivate and maintain strong working relationships with station operational leadership, up to the Sr Director level, to align policy initiatives with strategic goals across the station network.
- Frontline engagement & Feedback: Regularly engage with frontline station employees (Station Agents, Red Caps) through organized monthly virtual and in-person “pocket sessions” to share policy updates, gather direct feedback, and understand operational realities across diverse station types.
- Performance Metric Enhancement: Ensure that proposed policy improvements are directly linked to tangible enhancements in operational efficiency, customer satisfaction, safety, or other defined performance metrics within station environments.
- Problem-solving & Solutioning: Identify recurring operational pain points within stations and proactively propose policy-based solutions that address root causes and promote long-term stability and effectiveness.
- Best Practice Integration: Research industry best practices and external benchmarks relevant to station operations and customer service to inform policy development and maintain a competitive edge.
- Cross-Functional Communication: Facilitate clear and consistent communication between frontline station teams, operational leadership, and the Center of Excellence regarding policy needs, changes and impacts.
- Cross-Functional Process Development: Work along-side the Lead, Services & Standards Specialist – Onboard Services in delivering on consistent processes, procedures, and standards that impact stations and onboard service.
Minimum Qualifications
- Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
- Plus 6 years of relevant work experience.
- Policy Exposure: Demonstrated experience analyzing existing policies, identifying improvement opportunities, or contributing to policy development within operational context.
Preferred Qualifications
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Master’s degree in a relevant field.
- Plus 8 years of relevant work experience.
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Direct experience working in a policy or standards development function within a large, complex operational environment.
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Experience utilizing policy management systems (e.g., Comply365) or similar documentation platforms.
- Proven track record of driving measurable improvements in station operational metrics through process or policy changes.
Knowledge, Skills, and Abilities
- Excellent verbal and writing skills.
- Broad understanding of the operations environment and the ability to research, write and edit policies and procedures used by operating employees, managers and departments, stations, and on-board trains.
- Advanced analytical abilities, including being able to evaluate multiple business options thoroughly and determining the best strategy for improved business performance.
- Exceptional understanding of the customer service business.
- Knowledge of train equipment types
- Ability to work independently
- Excellent Interpersonal communication and presentation skills
The salary/hourly range is $94,300.00 – $122,256.00. 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. 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:166396
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 50%
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.
