Job SummaryManages on-board service, coach cleaning, and crew base operations within an assigned operating area to ensure safe, compliant, and reliable passenger service delivery. Leads supervisors and represented employees, oversees staffing and day-to-day operations, and administers budgets and support services in alignment with established policies, labor agreements, and service standards. Exercises judgment within defined objectives and operational guidelines.
Essential Functions- Plan, direct, and monitor daily on-board service and crew base operations to meet safety, service quality, and performance standards.
- Lead, coach, and hold accountable supervisors and represented employees; manage staffing, scheduling, performance management, and adherence to labor agreements.
- Implement and enforce safety programs, operating rules, and corporate policies; address incidents, service disruptions, and corrective actions as required.
- Manage assigned budgets and administrative processes, including payroll controls, staffing costs, and vendor or support service coordination.
- Partner with internal stakeholders to resolve service issues, support service recovery, and implement operational improvements.
Minimum Qualifications•
Bachelor's Degree or equivalent combination of education, training and/or relevant experience. •
Plus 7 years of relevant work experience.
Preferred Qualifications•
Bachelor's Degree or equivalent combination of education, training and/or relevant experience. •
Plus 9 years of relevant work experience.
Knowledge, Skills, and Abilities•
Working knowledge of passenger service operations within a regulated transportation environment. •
Ability to manage supervisors and unionized workforces, apply labor agreements consistently, and address employee relations matters. •
Understanding of safety programs and operational policies, with the ability to translate requirements into day-to-day execution. •
Ability to manage staffing models, schedules, budgets, and administrative controls to support operational objectives. •
Clear written and verbal communication skills and sound judgment in resolving operational and service issues.
The target salary for the Assistant Superintendent Customer Service is $125,000. Pay is based on several factors including but not limited to education, work experience, certifications, 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.
Health and WellbeingFinancial and RetirementWork and Family Life SupportHealth, Dental, and Vision Insurance401K with Employer MatchGenerous Paid Time Off Wellness ProgramsRailroad Retirement BenefitsPaid Caregiving Days and Backup CareHealth Savings AccountPublic Service Student Loan ForgivenessFertility and Family Building BenefitsNo-cost Personal Health AdvocateStudent Loan AssistanceAdoption and Surrogacy AssistanceMedical Plan Opt-out CreditTuition and Education ReimbursementPaid Family Leave Life InsuranceRail Pass Privileges Short- and Long-term Disability InsuranceEmployee Assistance Program No-cost Financial Advisor SessionsCommuter and Flexible Spending Accounts
Learn more about our benefits offerings here.
Requisition ID:166924
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
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.
