Lead/Sr Ops Compliance Analyst - 90366377 - Wilmington

Date: Dec 2, 2023

Location: Wilmington, DE, US, 19801

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.


This position is a tiered position.  Incumbents will have a position level assigned base on their skills and experience, and in alignment with position development plans.  Position placement is at Amtrak's sole and absolute discretion.





The Lead/Sr Ops Compliance Analyst has direct responsibility for auditing all Amtrak trains and stations at a regional level. The position performs reviews and audits of all Amtrak Customer Services offered, including all train and station services, records, documents, and performs compliance observations and investigations to identify any real or potential problems with providing excellent services. The position provides interpretation and technical advice to all management system wide to ensure clear understanding and consistent application of the rules and regulations of corporate policy and procedures and supports all training efforts at the corporate and regional levels



  • Leads operations compliance reviews/audits to ensure compliance with corporate policy and procedures to protect Amtrak’s Customer Service
  • Conducts investigations, performs reviews/audits and trend analysis of employee compliance with revenue associated with on train, food and beverage and station activities, and reports findings to management for action. 
  • Develops formal reports summarizing findings and review/audit activity, 
  • Track progress, Key Performance Indicators and prepares reports weekly, monthly and as needed.
  • Liaison between field management and corporate for compliance with and understanding of training requirements, mini audits, and procedures relating to operations for on-train, station and commissary activities.
  • Subject Matter Expert on operations policies, providing interpretation, technical advice and guidance to leadership 
  • Leads, facilitates, and coordinates with the various corporate departments to define and review policies and procedures to ensure consistency across the enterprise.
  • Provides reviews of activities at stations, crew bases, commissaries, and on trains.
  • Provides reviews of contract hotels to ensure compliance with procurement, policy and procedure for engineer, trainmen and onboard service crew layover hotels.
  • Supports the implementation of corporate initiatives to improve station and onboard experience. 
  • Ensures compliance with other corporate policies and procedures (e.g. automotive, etc.)
  • Manage system reporting of the Operations Compliance department activities and management of the department action plan to ensure the department meets their commitments.  
  • Generate weekly and monthly departmental metrics. Quality analysts monitor the quality of a company's products or services. They create testing parameters for products and services, develop quality control procedures, perform audits, and oversee quality control teams
  • Manage the weekly issuance of Weekly Reports; update distribution as needed. 
  • Other duties as assigned. 



  • Bacheor's Degree in Management, Accounting or Fraud Investigation OR equalivalent combination of training, education and relevant experience may be considered in lieu of a degree. 
  • Three (3) years of relevant experience (railroad, customer service, etc.)  



  • Excellent written and oral communication skills
  • Demonstrated analytical and critical thinking skills.
  • Must be a self-starter and work independently and proactively.
  • Excellent organizational skills
  • Must be able to maintain confidentiality and exercise extreme discretion regarding information to which they have access.
  • Demonstrated experience with PC-based spreadsheet (Microsoft Excel, Access); Microsoft Word, PowerPoint.



  • Knowledge of labor agreements for on train and station employees.
  • Prefer previous experience in the transportation or railroad industry.
  • Six (6) years of relevant experience (railroad, customer service, etc.)  



  • Travel 80%  
  • Work is performed primarily on Amtrak trains or in Amtrak Stations
  • Frequently working with short deadlines and multiple departments.
  • Must be able to work nontraditional and extended hours, including weekends and holidays. 
  • Must be able to perform field work as required
  • Travel via train observing customer service activity and employee work activity.



  • Must have excellent oral and written communication skills.



The salary/hourly range is $78,600 - $101,844 for the Sr Ops Compliance Analyst and $94,300 - $122,256 for the Lead Ops Compliance Analyst. 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:160017
Posting Location(s):Delaware; California; Illinois
Job Family/Function:Transportation 
Relocation Offered:No 
Travel Requirements:Up to 75% 

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 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.