Job SummaryThe Assistant Superintendent of Operations provides leadership for onboard service delivery across the Northeast Corridor (NEC), the cornerstone of Amtrak's national network and its premier customer-facing operation. This role is accountable for delivering a safe, reliable, and hospitality-focused customer experience while driving operational excellence in a dynamic, 24/7 environment
The position provides direct leadership to frontline managers, supervisors, and onboard employees, ensuring high standards of service quality, employee performance, financial stewardship, and compliance with safety regulations, operating procedures, and labor agreements. The Assistant Superintendent maintains a strong connection to frontline operations through a visible field presence and closely supports the team during high-profile operating events, service disruptions and other critical business needs, including nights and weekends as required.
The ideal candidate is a decisive, action-oriented leader with the ability to balance customer satisfaction, operational reliability, employee engagement, and financial performance. They possess strong communication and problem-solving skills, along with a commitment to developing teams and driving organizational results.
This role will provide strategic leadership and overall accountability for on-board service and crew base operations within an assigned operating area. They will lead and support supervisors and represented employees and oversee workforce planning, staffing, operational performance, budgets, and support services to ensure safe, reliable, and consistent passenger service. The ideal candidate builds strong cross-functional partnerships, challenges the status quo, ensures adherence to company policies, labor agreements, and service standards, and champions continuous improvement to strengthen operational performance and the passenger experience.
This role is instrumental in preparing the organization for the introduction of the next generation of service aboard the new Acela and Airo fleets. The Assistant Superintendent will play a key role in advancing Amtrak's transformation from a transportation provider to a world-class, hospitality-driven service organization, helping establish standards, culture, and operational practices that will define future customer experience.
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.
- Provides strategic and operational leadership to supervisors and represents employees, overseeing workforce planning, staffing, daily operations, budgets, and support services while maintaining compliance with company policies, labor agreements, and service standards.
- Serves as the primary point of accountability for these services, the successful candidate will collaborate across departments, lead continuous improvement initiatives, and play a key role in advancing Amtrak's commitment to world-class passenger service.
Minimum Qualifications- Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
- Plus 7 years of relevant work experience.
- Experience in a hospitality driven industry with focus on quality of service and employee performance
Preferred Qualifications- Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
- Plus 9 years of relevant work experience.
- Decisive and action- oriented leader
- Experience working with labor agreements
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 salary/hourly range is $113,200.00 - $146,664.00. 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:167177
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 25%
