Product Manager, Service Delivery & Operations - 90394829 - Washington

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.

SUMMARY OF DUTIES:

We are seeking a dynamic and experienced Product Manager, Service Delivery & Operations to play a critical leadership role in a multi-year, enterprise-wide transformation of our core reservation system.  This role will serve as the primary business representative for Service Delivery & Operations (SD&O) stakeholders (CNOC, Stations, Onboard, Care Center, etc.).  This role will represent operational workflows, ensuring end-to-end alignment of product capabilities with business needs, regulatory compliance, and service excellence across the customer journey.  The ideal candidate will have deep expertise in operational processes, agile methodologies, and enterprise-scale system modernization initiatives.  You will collaborate closely with cross-functional teams in operations, digital technology, and commercial to drive clarity, prioritize features, and deliver incremental value throughout the transformation journey.

Additionally, this role will support Organizational Change Management (OCM) efforts to identify what is changing, how it should work in the new system, and how end user processes will be adapted to deliver the desired outcomes proficiently at go-live. This is an individual contributor role with no planned direct reports.  This role reports directly to the Sr Director, Business Strategy & Tech Integration.

ESSENTIAL FUNCTIONS:

Responsibilities include, but are not limited to:
• Define and maintain the Operations product vision and roadmap, ensuring alignment with strategic business objectives
• Act as primary liaison between business operations, DT, development teams, and executive stakeholders by:
      o    Identifying/defining operational process improvements as part of digital transformation
      o    Ensuring seamless integration of operational workflows across sales channels, inventory, ticketing, customer service, and fulfillment
• Own and manage product backlog for operational capabilities in reservation system by:
      o    Translating high-level business needs into clear user stories, acceptance criteria, and prioritized epics
      o    Partnering with IT leads and solution architects to ensure feasibility, scalability, and alignment with program roadmap
• Facilitate working sessions and backlog grooming with business and technical stakeholders by:
      o    Partnering with other Product Managers across domains (e.g. Commercial, Digital Channels, Finance, etc.) to ensure alignment and end-to-end flow
      o    Managing relationships w/ subject matter experts, change management leads, and field operators
• Ensure regulatory and compliance adherence within system’s operational framework
• Anticipate risks, identify gaps, and proactively develop mitigation strategies
• Champion agile best practices, facilitate stakeholder engagement, and foster OCM initiatives across departments

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree in Business, Engineering, Economics, or similar focus (or equivalent combination of training, education, and relevant experience), and
• Minimum 6 collective years in commercial or operations experience (travel industry preferred), with a minimum of one of those years in or supporting an Operational department (Service Delivery & Operations, CNOC, Stations, Onboard, Care Center or other relevant group at Amtrak preferred)

or

• Master’s Degree in Business, Engineering, Economics, or similar focus (or equivalent combination of training, education, and relevant experience), and
• Minimum 4 collective years in commercial or operations experience (travel industry preferred), with a minimum of one of those years in or supporting an Operational department (Service Delivery & Operations, CNOC, Stations, Onboard, Care Center or other relevant group at Amtrak preferred)

• Expert understanding of Agile processes and methods
• Expert understanding and proficiency with Agile development tools, such as Jira and Confluence
• Incredible attentiveness to detail with ability to think through downline implications of decisions
• Expert proficiency with Microsoft Office suite
• Team player with excellent interpersonal and mentorship skills
• Strong written and oral communication skills, able to explain complex concepts simply
• Detail-oriented and able to prioritize and meet multiple competing demands
• Ability to create well-formatted, impactful presentations and present to senior leadership
• Demonstrated ability to make decisions with an appropriate balance of analysis and timeliness
• Advanced analytical and problem-solving skills, with the ability to analyze and interpret data quickly
• Advanced understanding of schedules and consists and how they impact offers and operations
• Able and willing to pivot should business needs or priorities change 

PREFERRED QUALIFICATIONS:

• Expert understanding of Amtrak’s  commercial, operational, and financial landscape
• Experience working in an Operational role at Amtrak
• Project management experience
• Organizational Change Management (OCM) experience
• Experience working in Jira, including templated requirements gathering
• Other commercial or operational experience at Amtrak

WORK ENVIRONMENT:

• Up to 20% travel may be required to meet with internal/external stakeholders

COMMUNICATIONS AND INTERPERSONAL SKILLS:

Must have excellent oral and written communication skills.

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:164743

Work Arrangement:06-Onsite 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..