Asst Superintendent Customer Service (Stations) - 90182814 - Chicago

Amtrak • $125K *

Chicago, IL 60629In-Person

Transportation

5 - 7 years of experience

Today

Be an Early Applicant

By clicking Apply, I agree with Ladders' Terms of Use and Privacy Policy

Job Overview by Ladders

Qualifications

Bachelor's Degree or equivalent experience required.
7+ years of relevant work experience in customer service operations.
Experience managing a unionized workforce preferred.
Proven track record in leading large-scale customer service operations.
Budget management skills are essential.
Exceptional leadership and team management abilities.

Responsibilities

Manage staffing and daily operations to meet performance goals.
Ensure compliance with corporate standards and safety protocols.
Develop passenger handling processes for on-time performance.
Lead and coach Managers and staff, overseeing training and performance management.
Foster relationships with various internal and external stakeholders.
Monitor district KPIs and report performance updates to leadership.
Serve as Acting Superintendent in the Superintendent's absence.

Benefits

Health, Dental, and Vision Insurance.
401K with Employer Match.
Generous Paid Time Off and Paid Family Leave.
Tuition and Education Reimbursement available.
Short- and Long-term Disability Insurance and Life Insurance.

Full Job Description

Job Summary

The Assistant Superintendent of Customer Service provides leadership and oversight of District Managers, Station Managers, and station operations across an assigned territory. This role translates corporate and divisional strategy into operational execution and ensures consistent service delivery, labor compliance, financial discipline, and safety performance.

In this role, the Assistant Superintendent champions a hospitality-focused culture that prioritizes exceptional customer experiences and will assume responsibilities of the Superintendent in their absence.

Essential Functions

Manage station staffing and daily operations to meet performance goals for labor, overtime, CSI, safety, revenue, and service delivery.
Ensure District Managers and Station Managers meet corporate standards and consistently execute operational, customer service, safety, and compliance procedures.
Develop and oversee passenger handling, entraining, and detraining processes to support on-time performance and customer satisfaction.
Lead, coach, and develop Managers and staff, including oversight of hiring, training, performance management, and compliance with labor agreements.
Manage relationships with internal departments, host railroads, government agencies, commuter partners, vendors, and commercial entities to support operational and financial goals.
Monitor district KPIs, communicate performance updates to leadership, support the execution of safety plans, and serve as Acting Superintendent when required.
Develop relationships with interdepartmental Leadership

Minimum Qualifications

Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
Plus 7 years of relevant work experience.
Demonstrated experience leading through multiple levels of management, including direct oversight of managers who supervise large teams. Unionized workforce leadership experience is strongly preferred.
Experience managing large-scale customer service operations, with responsibility for employee performance, service standards, and customer satisfaction.
Experience leading and managing others with different levels of expertise, exhibiting innovative leadership and management skills.
Experience managing and implementing a departmental operating budget.
Leadership skills.

Preferred Qualifications

Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
Plus 9 years of relevant work experience.
Demonstrated experience leading through multiple levels of management, including direct oversight of managers who supervise large teams. Unionized workforce leadership experience is strongly preferred.
Experience with station operations, building maintenance, service delivery, and passenger handling.
Possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak labor agreements pertaining to station employees and operations.
Knowledge of safety programs.
Ability to monitor employee performance.
Ability to create reports to illustrate job performance.

Knowledge, Skills, and Abilities

Possesses strong decision-making, problem-solving, and communication skills
Demonstrates leadership and management abilities, motivating others and resolving conflicts effectively
Manages multiple priorities and makes effective decisions in a fast-paced environment
Maintains confidentiality at a high level
Effectively manages time to provide prompt and accurate responses to customers
Proficient in PC-based spreadsheet software (Microsoft Excel, Access), as well as Microsoft Word, PowerPoint, and WMS

The salary for the Assistant Superintendent Customer Service role 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:167168

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%

About Amtrak

Discover the wealth of opportunities awaiting you with Amtrak, the nation's premier passenger rail service. Learn about the high-paying positions and the benefits of joining a mission-driven organization committed to connecting communities.

Amtrak's Legacy and Mission

Since its inception in 1971, Amtrak has been at the forefront of connecting cities and communities across North America with its extensive network of passenger rail services. Born from the need to revitalize the nation's train transportation system, Amtrak has grown into a symbol of national pride and technological advancement in public transport. With a steadfast commitment to safety, efficiency, and reliability, Amtrak's mission transcends mere transportation; it aims to create a more connected society. Through continuous investment in the modernization of its fleet and infrastructure, Amtrak demonstrates an unwavering dedication to enhancing the passenger experience and setting the standard for rail travel in North America.

Why Choose Amtrak?

Choosing a career with Amtrak means more than joining a leading transportation company; it represents a commitment to fostering safety, driving innovation, and serving the community. Amtrak stands out as an employer for its holistic approach to employee development, offering a supportive environment where safety is paramount—not just for passengers but for every team member. Innovation is at the core of Amtrak's operations, where cutting-edge technology and creative solutions are embraced to improve service and efficiency. Moreover, a career at Amtrak is an opportunity to contribute to a service that plays a crucial role in the lives of millions, enhancing connectivity and accessibility while upholding values of environmental stewardship and community service. Whether you're passionate about engineering, customer service, or logistics, Amtrak offers a dynamic and rewarding work setting where you can make a tangible impact.

Amtrak's Hiring Process

Visit Amtrak’s official website to gain insights into the steps to join Amtrak, from application to acceptance.

Application Submission

Submitting a standout application that captures your qualifications and enthusiasm for rail service. You can find tips on how to write a resume that makes employers want to interview you here.

The Interview Process

Amtrak uses a unique interview process to screen candidates. For more details on the exact stages, visit their official website and contact their human resources department. For more general tips about how to prepare for a successful interview, go here.

Background Checks and Final Steps

Amtrak prioritizes the safety of its passengers and employees. That means certain candidates may be required to complete a background check before they begin working. Visit Amtrak’s official website for more information about which specific roles may require a background check.

Employee Benefits and Perks

Amtrak careers are not just rewarding in terms of salary but in overall well-being. Discover the comprehensive benefits package that makes Amtrak such an excellent employer.

Health and Wellness

Contact Amtrak’s human resources department for details on Amtrak's health, dental, and vision plans, emphasizing the commitment to employee health.

Retirement and Financial Planning

Full-time employees at Amtrak often take advantage of the retirement planning options available to them. Explore the 401(k) plans, pension options, and financial planning services available to employees by contacting Amtrak’s HR department.

Work-Life Balance

Amtrak currently has initiatives in place to support a healthy work-life balance, including flexible scheduling and paid time off. Visit their website for more details.

Training and Development Programs

Unveil the pathways for professional growth through Amtrak's dedicated training and development offerings.

Onboarding for Success

Amtrak ensures new hires are welcomed, oriented, and prepared for their roles.

Continuous Learning Opportunities

Ongoing education and training programs designed to advance your skills and career are available for ambitious employees. Consult with Amtrak’s HR department for more specific details.

Diversity and Inclusion Initiatives

Amtrak is committed to creating an inclusive workplace that values and respects diversity.

Building a Diverse Workforce

Amtrak's strategies and programs are aimed at fostering diversity within its team.

Inclusion in the Workplace

Initiatives to ensure all employees feel valued, included, and empowered to contribute fully.

Career Growth Opportunities at Amtrak

Amtrak offers upward mobility and career advancement paths to ambitious and talented professionals.

From Entry-Level to Leadership

Amtrak thrives because of ambitious employees who take advantage of the potential for growth within the company. The right person can start at an entry-level and advance to leadership positions at Amtrak.

Specialized Career Tracks

Some specialized roles within Amtrak offer unique challenges and rewards, including technical and leadership positions.

Embark on a Rewarding Journey with Amtrak Careers

Choosing Amtrak as the next step in your career path offers more than just a job—it opens the door to a world of opportunities where your growth, well-being, and success are at the forefront. Amtrak careers are synonymous with a commitment to excellence, not only in transportation but in fostering an inclusive and supportive work environment. At Amtrak, employees are valued as the most crucial asset, a belief that is reflected in the comprehensive benefits, continuous learning opportunities, and career advancement programs designed to elevate your professional journey.

Learn more about Amtrak

Size

20,000 employees

Industry