Mgr Loyalty Program Operations - 90389215 - Washington

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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.

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:
The Manager, Loyalty Operations oversees the day-to-day operations of Amtrak’s loyalty and rewards. Their primary goal is to ensure that the program runs smoothly, is effectively executed, and drives customer engagement and lifetime value. This role involves collaborating with cross-functional teams, analyzing data, optimizing program performance, and ensuring customer satisfaction.

This role requires a combination of strategic thinking, operational expertise, and customer-centric focus to drive loyalty initiatives that foster business growth. This includes managing loyalty technologies, streamlining processes, designing loyalty products, reporting and analyzing loyalty performance to drive conversions and enhance customer experience.

This position reports to Director, Loyalty Strategy and Operations.

ESSENTIAL FUNCTIONS:

Loyalty Program Operations: 

• Oversee the execution and delivery of Amtrak Guest Rewards loyalty program, ensuring alignment with company goals and customer expectations.
• Support AVP and Director in executing loyalty evolution initiatives.
• Lead loyalty program economics reporting and analysis, supporting product design and financial impact modeling for point pricing and redemption opportunities.
• Manage relationships with third-party vendors, partners, and service providers involved in the loyalty program to ensure successful delivery of loyalty program promises to members.
• Ensure maintenance of accurate data flow diagrams as program evolves. 
• Manage and improve program processes to ensure efficiency and accuracy in member enrollment, point accrual, redemption, and overall program functionality throughout the customer lifecycle.
• Strengthen operational engagement by communicating loyalty value proposition and integration across the organization with strong digital and technology partnerships.  
• Oversee the budget for the loyalty program, ensuring cost-effective solutions while maximizing program value. Includes monthly forecast submissions and invoice reconciliation.
• Manage program performance reporting; develop learning agenda and testing culture for loyalty program and offers, seeking to understand performance nuances. 

Customer Experience: 

• Ensure a high level of customer satisfaction by troubleshooting issues, addressing concerns, and enhancing benefit delivery within the loyalty program.
• Ensure the loyalty program adheres to all legal, regulatory, and internal company policies. 

Cross-Functional Collaboration: 

• Support the entire loyalty portfolio and teams from strategic development through execution 
• Work with brand marketing, customer service, digital technology, and other teams to ensure the loyalty program is integrated seamlessly across all channels and platforms.
• Work with Finance to ensure the loyalty program economic model functions as projected. 
• Facilitate conversations between internal and external teams to solve issues, implement fixes, and discuss enhancements. 
   

MINIMUM QUALIFICATIONS:
• Bachelor’s degree in Marketing, Business Administration, Mathmatics, Economics, or a related field (advanced degree a plus). 
• Experience in travel, hospitality, transportation, loyalty, or program management.
 

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• Strong experience in loyalty program management or related fields (e.g., program operations management, technical program management).
• Knowledge of loyalty platforms, enterprise databases, and data flows.
• Strong capacity for program management, including governance and reporting process design, risk escalation/resolution, and product enhancements.
• Deep experience with loyalty metrics; capable of driving strategic points-based initiatives and managing change.
• Able to translate and communicate technical details clearly to business stakeholders.
• Experience with customer segmentation and customer data analysis. Ability to leverage customer data and market trends to identify opportunities for loyalty program improvements and new initatives. 
• Strong project management skills to oversee the implementation of loyalty initatives and ensure they are executed on time and within budget.
• Ability to write comprehensive business requirements.
• Ability to facilitate conversations between internal and external teams to solve issues and implement fixes.
• A customer-centric approach with a focus on delivering exceptional service and building long-term customer relationships.
• Experience in leading and motivating cross-functional teams to achieve loyalty objectives and drive customer engagement.
• Ability to inspire and motivate team members, recognizing their contributions and empowering them to take ownership of their work.
• Self-starter who initiates actions and follows up to get results. 
   

PREFERRED QUALIFICATIONS:

• 7 years of relevant experience required 
• Experience with loyalty programs.
• Strong familiarity with enterprise technology concepts and practices.
• Track record of success in developing loyalty products that drive financial impact.
• Travel, or Hospitality, or Loyalty program experience.
   

WORK ENVIRONMENT:

• Frequently works in a dynamic, fast-paced environment that requires the individual to simultaneously manage several tasks, while paying attention to detail. 
• This is a typical office environment position 
• Ability to travel for business up to 10% 
   

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

PAY TRANSPARENCY:

The salary/hourly range is $113,200-$146,664. 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:164786

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..