Sr Customer Experience Mgr LDSL - 90352621 - Washington

Date: Jan 13, 2023

Location: Washington, District of Columbia, US, 20001

Company: Amtrak

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:

The Senior Manager Customer Experience is a key member of the Long Distance leadership team, responsible for the operation and continuous evolution of Customer Experience to meet strategic business objectives and the needs of high-value customers on long distance trains. The Senior Manager is the business owner of operational processes, program enhancements, and technology projects, as well as the point of contact for all internal and external teams on such issues. This position reports to the Vice President, Long Distance Service Line and is responsible for the successful ongoing operation of the program and the day-to-day experience customers have when interacting across all of Amtrak’s touchpoints.

 

This role is essential to ensuring Amtrak has the appropriate customer experience design of products and services along with the consistent execution of service delivery within the operation with a focus on both standard operations and customer impacts of service disruptions.  This leader will also focus on assuring Amtrak teams have access to the right data, at the right time, at the right customer touchpoints to deliver the best customer experience, service and recognition. 

 


ESSENTIAL FUNCTIONS: 

  • Gains continuous insights into the customer experience by utilizing the Medallia database tool, customer surveys, and all customer feedback methods. Uses these insights to advocate for the LD customer to develop product and service initiatives to improve the experience of existing and future customers.
  • Develops strong collaborative relationships and partners with the product and customer experience department and front line operating departments who interact directly with LD customers (OBS, Stations, Transportation, Contact Center).
  • Act as the point of contact and subject matter expert for all technical and operational matters impacting the LDSL for other teams and departments. Oversight of all programs related operational and technical issues, including investigation and escalation of issues on customer and agent facing platforms. The Senior Manager is the highest point of escalation for all operational issues and will craft policy and agent guidance to maximize the opportunity for resolution to customer concerns. Review, test, and oversee the implementation of promotions and program changes from a technical and operational perspective. 
  • Product owner for LD customer experience initiatives and technology, engaging with internal partners including customer experience, eCommerce channels, reservation system enhancements and integration, passenger experience/on-board systems, and distribution channel strategy and delivery. Define, maintain, and improve the member experience on all self-service and full-service touchpoints in coordination with other business departments and stakeholders. 
  • Develop, maintain, and execute projects for the LD customer experience enhancement, including assisting in sizing of technical efforts, prioritization, and the development of businesses cases to support funding requests for capital projects. 

 


MINIMUM QUALIFICATIONS: 

  • Ability to communicate complex concepts at all levels.
  • 9 years of relevant experience with customer insights, products and services required 
  • Experience in travel, transportation, customer program or CRM program 
  • Bachelor’s Degree
  • Strong analytical and problem solving skills, self-starter, motivated individual.
  • Strong interpersonal skills and organizational awareness, team building skills.
  • Ability to prepare and make effective presentations, conducting effective, informative, and productive meetings, planning, organizing, and scheduling.
  • Ability to document business processes and data flows.
  • Skilled in Microsoft applications including Word, Excel and PowerPoint. 

 


PREFERRED QUALIFICATIONS: 

  • Demonstrated work experience or education in data analysis
  • 13 years relevant experience with customer insights, products and services
  • Working knowledge of analytical applications and databases

 


WORK ENVIRONMENT: 

  • Frequently works in a dynamic, fast-paced environment that requires the individual to simultaneously manage several tasks, while paying attention to detail.
  • Office work environment.
  • Travel 10% of time

 


COMMUNICATIONS AND INTERPERSONAL SKILLS:

  • Must have excellent oral and written communication skills.

 

 

The salary/hourly range is $132,930 - $180,900. 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:157202
Posting Location(s):District of Columbia; Maryland; Virginia
Job Family/Function:Customer Service 
Relocation Offered:No 
Travel Requirements:Up to 25% 

Amtrak employees power our progress through their performance.
 

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family and a high performance culture that recognizes and values your contributions and helps you reach your career goals.


All positions require pre-employment background check verification, a pre-employment drug screen and proof of full vaccination against COVID -19. Amtrak is committed to a safe workplace free of drugs and alcohol and performs pre-employment substance abuse testing. Marijuana, notwithstanding any statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use.  Candidates who engage in the usage of marijuana will not be qualified for hire.   Successful applicants for employment with Amtrak must be fully vaccinated against COVID-19 by the date of hire as a condition of employment, subject to requests for accommodation.  Fully vaccinated means 14 days have elapsed since receiving the second dose of the Pfizer or Moderna vaccine or 14 days since receiving the Johnson & Johnson vaccine.


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 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 EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, 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.



POSTING NOTES: Customer Service || Customer Service