Sr Director of Operations - Station and Onboard Services - 90347017 - DC/New York

Job Summary

The Senior Director of Operations leads a team of highly experienced operations leaders across Amtrak’s Stations, Onboard Services, and Coach Cleaning functions on the Northeast Corridor (NEC), the core of Amtrak’s national network. This role demands a strong and consistent presence in the field, within a 24/7 operating environment, maintaining high availability, including nights and weekends, to ensure operational stability and provide leadership during critical moments. The position demands a hands-on leader who actively engages employees and champions a culture rooted in safety, operational excellence, financial discipline, and customer satisfaction.

Essential Functions

• Develop and implement customer service strategies for stations and onboard services.
• Collaborate with internal stakeholders to establish service standards and ensure consistency.
• Build a safe work environment and safe travel experience by demonstrating the leadership required to sustain a zero incident, zero injury culture.
• Lead the team to achieve operational excellence that drives long term customer loyalty and retention.
• Develop talent through effective performance management, strategic hiring, effective training, and ongoing investment in employee growth to meet performance goals.
• Oversee budget development, manage operating costs, direct staffing practices, and drive productivity initiatives to strengthen overall financial performance.
• Monitor performance metrics, analyze customer feedback and act on improvement opportunities.

Minimum Qualifications

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
• Plus 13 years of relevant work experience.

Preferred Qualifications

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
• Plus 15 years of relevant work experience.
• Experience in the industries of hospitality or transportation are preferred.

Knowledge, Skills, and Abilities

• Extensive leadership experience in multi-regional transportation or hospitality operations, with a proven ability to elevate customer service while delivering measurable financial gains.
• Strong leadership to inspire teams for service excellence.
• Excellent communication for collaboration with stakeholders.
• Proven success in driving customer service improvements.
• Knowledgeable in transportation industry practices and safety standards.
• Analytical skills to identify service gaps and implement solutions.
• Experience in managing customer service operations.
• Adaptability to changing priorities in a fast-paced environment.

Benefits

• Health and Wellbeing: Health, Dental, and Vision Insurance, Wellness Programs, Life Insurance, Short- and Long-term Disability Insurance, Employee Assistance Program, No-cost Personal Health Advocate, No-cost Financial Advisor Sessions, Commuter and Flexible Spending Accounts.
• Financial and Retirement: 401K with Employer Match, Railroad Retirement Benefits, Public Service Student Loan Forgiveness, Tuition and Education Reimbursement, Student Loan Assistance, Fertility and Family Building Benefits, Paid Caregiving Days and Backup Care, Paid Family Leave, Medical Plan Opt-out Credit, Genetic Information Non-Discrimination Act (GINA).
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