Job SummaryProvides leadership for customer service and terminal operations to ensure safe, compliant, and high-quality passenger experiences. Directs multiple customer service functions through subordinate managers, establishes service standards and operational priorities, and oversees performance, financial results, safety, and property management activities. Partners with senior leaders and external stakeholders to align customer service delivery with organizational strategy and regulatory requirements.
Essential Functions• Establish and oversee customer service standards, performance metrics, and improvement initiatives across assigned terminals or districts to drive customer satisfaction and service reliability.
• Lead, develop, and hold accountable subordinate managers and professional staff; set expectations for service delivery, safety culture, and operational discipline.
• Ensure compliance with safety programs, environmental standards, operating rules, and regulatory requirements; evaluate risks and direct corrective actions.
• Direct operating budgets and resource allocation for customer service and station operations, including property management and contracted services; monitor performance against financial and service targets.
• Serve as a senior point of contact for internal partners, public agencies, and external stakeholders; align terminal operations with broader business and community objectives.
Minimum Qualifications- Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
- Plus 11 years of relevant work experience.
Preferred Qualifications- Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
- Plus 13 years of relevant work experience.
Knowledge, Skills, and Abilities• Broad knowledge of passenger service operations, terminal management, and service delivery within a regulated transportation environment.
• Ability to lead managers, influence senior stakeholders, and provide direction for complex, multi-site operations.
• Strong understanding of safety management systems, environmental compliance, and applicable transportation regulations.
• Ability to manage budgets, evaluate service and financial metrics, and use data to guide strategic and operational decisions.
• Ability to communicate effectively with executive audiences and exercise sound judgment in high-impact service, safety, and operational decisions.
The salary/hourly range is $163,000.00 - $211,140.00. 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:166638
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:Yes
Travel Requirements:Up to 25%
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