Mgr On Board Services - 90000683 - Chicago

About the role

Oversee on-train service delivery and manage a designated team of on-board personnel, ensuring excellent customer service and adherence to safety and security protocols. Handle financial oversight to increase revenues, reduce costs, and enhance efficiency. Lead customer service efforts, ensure environmental and safety compliance, and oversee administrative functions. Collaborate with various departments to ensure alignment with standards, policies, and regulatory requirements, involving fleet performance, marketing, revenue management, food & beverage services, human resources, finance, and technology teams.

Responsibilities

• Manages on-board service oversight, budget development, and expenditure control to enhance financial performance, focusing on metrics like route net financial performance and financial ratios such as RASM and CASM.
• Ensures high customer satisfaction and retention by overseeing on-board service delivery, collaborating closely with operating employees, and monitoring metrics such as eCSI scores, customer feedback, on-time performance, and controllable delays.
• Led talent development through effective performance management and evaluation, emphasizing diversity initiatives and investing in the growth of direct reports and organizational talent.
• Collaborates with Mechanical forces to maintain clean and serviceable passenger cars, ensuring compliance with regulatory and standards, measured by on-time performance, QMS audits, and customer satisfaction.
• Implements continuous process improvements to enhance on-board customer service, measured by the implementation of improvements, employee engagement metrics, and eCSI scores.

Requirements

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 3 years of relevant work experience.
• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 5 years of relevant work experience (preferred).

Qualifications

• Demonstrated ability to oversee and enhance customer service delivery on board trains, ensuring high satisfaction levels and customer retention through effective management of on-board service personnel.
• Proficiency in budget development, expenditure control, and financial performance metrics (e.g., route net financial performance, RASM, CASM) to optimize financial outcomes and cost efficiency.
• Prominent leadership skills in managing and developing diverse teams, fostering an inclusive environment reflective of organizational diversity initiatives, and investing in talent growth and performance management.
• Knowledge and experience in ensuring compliance with regulatory standards and policies related to passenger car cleanliness, serviceability, and safety, including quality management system (QMS) requirements.
• Ability to identify opportunities and implement continuous process improvements to enhance on-board service delivery, measured by metrics such as process improvements implemented, employee engagement, and customer satisfaction scores (eCSI).

Skills

• Customer service excellence
• Financial management
• Team leadership
• Regulatory compliance
• Process improvement

Benefits

• Health and wellbeing benefits including health, dental, and vision insurance, 401K with employer match, generous paid time off, wellness programs, railroad retirement benefits, paid caregiving days and backup care, health savings account, public service student loan forgiveness, fertility and family building benefits, rail pass privileges, short- and long-term disability insurance, employee assistance program, no-cost financial advisor sessions, commuter and flexible spending accounts.

Pay

The target salary for the Mgr On Board Services role is $103,400. 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.

Schedule

06-Onsite 4/5 Days

Work Arrangement

Relocation Offered: No

Travel Requirements: Up to 25%