Director of Services and Standards - 90377728

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 Director of Services and Standards leads a dynamic team responsible for supporting and empowering Amtrak’s frontline employees. This role reports to the AVP of Product Development and Customer Experience and partners closely with Operations. The role focuses on ensuring that employees have access to the tools, information, training, and support needed to deliver exceptional customer service in a variety of situations. They are responsible for developing, maintaining and communicating service standards, policies, service guides and operational changes to onboard and station employees.  The team seeks to adopt innovative approaches, leveraging industry best practices from hospitality, travel, airline, and transportation sectors.

 

This position plays a pivotal role in advancing Amtrak’s goal of transitioning to a hospitality-focused culture. The Director is responsible for establishing a strategic roadmap for continuous improvement while addressing immediate operational needs. This includes driving digitalization efforts to eliminate reliance on paper-based processes and ensuring that communication and service standards are accessible, actionable, and aligned with organizational goals.

The Director collaborates with cross-functional teams to design service delivery standards, guide policy development, and ensure consistent and exceptional customer experiences. This leader will foster a forward-thinking, customer-centered approach that aligns with Amtrak’s strategic priorities.

 

ESSENTIAL FUNCTIONS:

1. Service Standards and Policies:
• Lead the development, communication, and maintenance of system-wide station and onboard service standards.
• Oversee the creation and updates of service manuals, policy manuals and procedures, user guides, and delivery guides for frontline staff.
• Act as the primary liaison between frontline operations management and internal stakeholders to ensure alignment on service delivery expectations.

 

2. Innovation and Strategic Vision:
• Identify and implement best practices from the hospitality, travel, and transportation industries to enhance service delivery.
• Develop and execute a long-term roadmap to transform Amtrak’s culture into one that prioritizes hospitality excellence.
• Advocate for the adoption of tools, technologies, and performance metrics to improve frontline operations.

 

3. Digital Transformation:
• Spearhead efforts to modernize communication processes by reducing reliance on paper and adopting digital tools for real-time updates.
• Lead the development of IT requirements for frontline support systems, such as customer service tools, baggage handling systems, and performance tracking platforms.

 

4. Frontline Support and Training:
• Ensure that frontline employees have the resources, training, and policies and procedures necessary to provide outstanding customer service.
• Provide direct support to crew bases, addressing specific needs and challenges to enable frontline success.

 

5. Collaboration and Continuous Improvement:
• Use data and insights from customer satisfaction surveys (e.g., CSI) and operational performance metrics to drive service improvements.
• Design service standards and procedures that align with new menu offerings, product launches, and service innovations.

 

6. Operational Oversight:
• Oversee the national employee uniform program.
• Provide oversight for ancillary products and policies such as excess luggage, pets, and bikes to ensure seamless customer experiences.
• Manage station and on-board signage program.

 

MINIMUM QUALIFICATIONS:

• Bachelor’s degree in hospitality management, business or a related field, o