Assistant Superintendent Customer Service - 90001177 - Philadelphia

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 position has direct oversight and responsibility for supporting and managing terminal operations related to the Ticket Office, baggage, property management, and the District Manager, while ensuring the team is aligned around the strategic objectives and plans for operations. This role ensures the adherence to Amtrak and the terminal policies and procedures, with a focus on evaluating the effectiveness of the service delivery, organizational structure, staffing, safety and other internal operations. This role will Identify opportunities for improvement, establish effective and timely communications, and develop and monitor the budget. 
• Responsibilities include day-to-day management of a major terminal, including leadership, business performance, and the coordination of the following major functions to ensure the delivery of exceptional customer service on a consistent basis and financial improvements.
• Overall financial performance including increased efficiency and reduction in costs
• Cleanliness and serviceability of the station, including responsibility for daily ticketing, baggage, boarding, crew base, and property management.
• Customer Service Delivery of all terminal service personnel, oversight of Station Managers for territory
• Terminal station services
• Environmental, safety and rules compliance
• Administration and business performance
• Other duties as instructed by manager

ESSENTIAL FUNCTIONS:

• Effectively contributes to a safe and secure work environment for employees and travel experience for customers. Supports the safety and security culture within the Operations organization and Amtrak
• Leads passenger-facing terminal customer service delivery, station operations, and operating employees, resulting in high levels of customer satisfaction and increased customer retention, measured in areas that include:
• Customer satisfaction scores (CSI)
• Terminal Services Agreement compliance
• Customer feedback and trends, including station surveys
• On-time Performance & Delays
• Leads safety practices and demonstrates a commitment to safety at all times and to deliver sustained safety excellence, demonstrated in areas that include:
• Operating safety metrics
• Terminal injuries (employees and customers)
• Safety culture scores (e.g., cultural health and employee satisfaction scores), Operating cost metrics ($/Sq.Ft.)
• Safety Starts With Me Leadership
• Oversees all station property management and contract management efforts including cleaning and repair of station and boarding platform areas and other activities necessary to support the safe and reliable operation of trains and excellent customer service provided to customers
• Oversees station management and employees including the areas of customer service, service recovery, accounting procedures, safety, environmental compliance, and uniform/grooming standards
• Passenger amenity levels against plan
• Leads environmental efforts by partnering with internal and external groups to drive meaningful improvements, including:
• Energy consumption reduction and efficiency improvements
• Environmental compliance and improvement
• Station recycling improvements
• Establishes and implements processes to support excellent customer service delivery at terminal ticket offices, baggage, and general station support and state-of-good repair
• Ticket line wait times
• QuikTrak machine availability
• Administrative reports correct and on schedule
• Implements and tracks quality assurance control procedures and performance metrics
• Oversees the preparation of station-level specific strategic business plans