Sr Manager, Customer Experience - 90386907 - Wilmington (Hybrid)

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 will serve as will serve as the primary advocate for customer experience on a day-to-day basis, partnering with his/her Operations counterparts to ensure Amtrak is optimizing each customer's experience during both the normal course of business and service disruptions. He/She will be responsible for advocacy of the customer experience with focus on key service lines and regions. 

This role will focus on real time communications, service recovery, and continuous improvement. He/she will develop frameworks and guidelines to optimize customer experience in a range of anticipated circumstances, establishing a series of SOPs on which cross-functional teams can execute during both service disruptions and the normal course of service. This position reports to the Senior Director, Customer Experience and will serve as a customer champion in an effort to drive increasingly effective and efficient operations. 

Successful candidates in this role will be responsible for:

• Building integrated SOPs for ‘known’ customer experience moments (ie heat orders, delays, mechanical issues, etc.)  
• Strong collaboration and communication across operations, training, care center, and customer communications. Ensuring all communication channels are consistent and integrated (Onboard, .com, PIDs, care center, etc)
• Acting as the voice of the customer in service moments  

• AAR--continuous improvement loop
• SMEs on operational recovery from a CX POV
• Partnering with Operations to ensure a holistic recovery SOPs
• Executing key initiatives in support of our Customer Commitments 

ESSENTIAL FUNCTIONS:

1. Customer Advocate.  Brings forward customer-first mindset through defining and improving all customer first policies, procedures and service standards for service recovery, schedule changes, and high impact events. Uphold commitments as outlined in our 10 Point Pledge. Includes both reactive and proactive actions. 

2. Day to Day Customer Experience Operations. Manage daily customer experiences in line with operation partners to guide and direct actions as necessary to ensure that all operational goals are met. Writes and establishes SOPs in line with known and unknown service moments. Strong interdepartmental collaboration and communication across CXD, CNOC, CCT, Care Center and Stations.

3. CXD Playbook Development. Influences and supports the development of customer first playbook to improve real time decision making. Translate operational intelligence into customer facing communication and action plan including re-accommodation, when necessary. 

4. Continuous Improvement: Support a culture of continuous improvement by identifying areas for enhancement, experimenting with new ideas, and iterating based on results. Includes measurement, AARs, and PDCA iterative approach.

5. Cross Functional Collaboration: Best in class project leadership and cross functional communication to ensure delivery of exceptional customer experiences in line with established SOPs.   

6. Technology Enablement: Leverage technology and tools to support initiatives and streamline processes. Initiates and supports implementation of technological improvements to enhance operational efficiency and maximize customer experience.

Overall - Provides leadership, creativity, and enthusiasm in the exercise of his/her duties, including through a demonstrated commitment to professional expertise and operational excellence for our customer experience Customer Advocate. Brings forward customer-first mindset through defining and improving all customer first policies, procedures and service standards for service recovery, schedule changes, and high impact events. Uphold commitments as outlined in our 10 Point Pledge. Includes both reactive and proactive actions.

MINIMUM QUALIFICATIONS:

• Bachelors degree in related discipline
• Strong written, oral and interpersonal skills. 

• Cross functional leadership and collaboration 
• Data analysis 
• Continuous Improvement mindset 
• Customer Oriented 

PREFERRED QUALIFICATIONS:

• 7+ years of experience

• Ability to manage cross-functional and cross-organizational processes and projects.
• Ability to develop policy recommendations based on a thorough understanding of customer insights. 
• Growth-oriented mindset, with experience innovating in an operational environment  

• Customer service and/or hospitality experience would be a plus

WORK ENVRIORNMENT:

• Works in a dynamic, fast-paced environment. The individual must manage several tasks completing them with a high degree of accuracy.
• Must be available to oversee emergency operations on short notice.
• Travel: up to 20%.

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

The salary/hourly range is $135,800-$176,040, 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:163710
Posting Location(s):Delaware

Work Arrangement:04-Hybrid Weekly Click here for more information about work arrangements at Amtrak. 
Job Family/Function:Marketing 
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 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.