Sr Dir Service Disruption - 90359713 - Wilmington

Date: May 23, 2023

Location: Wilmington, Delaware, 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.


The Senior Service Delivery Director is responsible for leading and coordinating the safe execution of the daily schedule ensuring customers arrive on time at destination for all Amtrak Service Lines as well as other stakeholders (commuters and freight) that operate on Amtrak hosted railroad.  Additionally, they will proactively manage the impact of unplanned changes to the operation as part of a function providing 24x7 leadership coverage to the operations center. This involves exercising decision-making authority to optimize the customer experience while directing the most cost-effective plan to return to the published schedule. The Senior Service Delivery Director exercises a leadership role to direct all activities during normal operations, irregular operations and emergency operations. The role collaborates closely with both internal and external stakeholders to center the customer when coordinating the response to disruptions. The incumbent will promote a culture of continuous improvement in pursuit of operational excellence. This will be demonstrated through a commitment to standardizing operating procedures both in the operations center and in the field and by ensuring that customer expectations are met as operational decisions are made and executed.




  • Serves as the main, single point of contact for System Operations with decision-making authority on all matters related to service delivery, up to and including train service cancellation 
  • Exercises sound judgement and communicates effectively to stakeholders to enable fast execution of decisions 
  • Monitors operating environment for potential disruptions, such as weather events or infrastructure blockages, and initiates alternate operational planning to safeguard customers and employees 
  • Leads the overall execution of daily activities in the Operations Control Center
  • Implements optimized workflows to improve operations and customer service
  • Collaborates with frontline departments in the development of standard operating procedures for train makeup and train turnaround servicing 
  • Executes train service recovery plans if rail incidents or accidents occur with a focus on customer care
  • Ensures train status communications to delayed customers at initial terminals, onboard and at downline stations, ensuring systems are up to date and onboard announcements are being made
  • Recommend follow-up actions to prevent the recurrence of rail incidents or service delivery failures
  • Responsible for demonstrating Amtrak’s values and leadership philosophy while meeting performance targets that are driven by and aligned with the Strategic Plan goals




  • Bachelor’s Degree in Transportation, Operations or related field OR the equivalent combination of education, training/experience
  • Must be comfortable challenging the status quo, taking accountability and taking decisive action with incomplete information
  • Strong analytical, planning, organizational and problem-solving skills.
  • Proven experience collaborating effectively across departments
  • Extensive understanding of business operations and the impact of departmental actions on the corporation.


MINIMUM KSA (Knowledge, Skills and Abilities):

  • Excellent interpersonal communication skills including writing, presentation, and  demonstrated experience communicating orally and in writing within and outside of an organization.
  • Demonstrated leadership qualities in disseminating a service disruption plan to stakeholders
  • Knowledge of Safety Management Systems and Safety Starts with Me programs
  • Understanding the intercity rail customer experience 
  • Understanding customer needs and expectations during service disruptions
  • Comprehensive knowledge of railroad operations including all operating rules
  • Knowledge of applicable federal, state, and local regulatory requirements and local labor agreement (i.e. FDA, FRA).




  • 13+ years of relevant experience
  • Working knowledge of Amtrak’s route structure, operating rules including hours of service and FRA mandated guidelines
  • Leadership experience in a behavior-based safety culture 
  • Significant railroad operations experience in a management capacity, such as service planning,  
  • Demonstrated strong leadership and decision-making skills
  • Strong organizational and planning skills with the ability to motive others 



  • Office environment with shift work
  • Frequently works in crisis situations requiring fast, far-reaching decisions based on incomplete information.
  • Frequently handles multiple projects simultaneously and resolves problems with conflicting priorities in cognitively demanding situations.
  • Works in a fast-paced, time sensitive environment with frequently changing priorities.



Must have excellent oral and written communication skills.



The salary/hourly range is $162,750 - $210,920. 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:158717
Posting Location(s):Delaware
Job Family/Function:Transportation 
Relocation Offered:Yes 
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 start or local statue, 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.