Mgr On Board Services - 90070527 - Boston

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 provides field management and oversight of all aspects of on-train service delivery in the division with specific responsibility for a designated group of on-board personnel. This position will also be responsible for responding to and addressing customer needs and issues both in a face-to-face interaction as well as formal correspondences. Support and provide efficient management and oversight for on-board and extra board related to budgets, staffing, payrolls, and a variety of support services, such as uniforms, radios, hotels, taxis, etc. that maximize the provision of passengers and achieve financial and service delivery goals.

ESSENTIAL FUNCTIONS:

* Oversee and direct on-board service operations conducted through an assigned area of the division to provide the highest level of passenger satisfaction and achieve optimum customer satisfaction.

* Manage and monitor processes related to passenger interaction and entraining/detraining to ensure safe and satisfied passengers and employees and achieve on-time performance standard levels.

* Encourage and enforce staff compliance with corporate policies and procedures relative to customer service and recovery, accounting procedures, safety, security, and environmental protection requirements, as well as uniform and grooming standards.

* Adhere to headcount standards, training, measuring, and improving performance, counseling, and appropriately assess discipline and rewards for on-board service employees in compliance with corporate standards and labor agreements.

* Serve as liaison with Customer Service, Mechanical, Material Control, and other departments, as necessary and where appropriate to coordinate and resolve service issues, including train delays, equipment and mechanical issues and service disruptions to assure passenger accommodation and crew availability.

* Ensure implementation of proactive service recovery procedures designed to minimize passenger inconvenience

* Manage and oversee on-board employees and/or station service remittance audits to ensure compliance with policies and to protect revenue.

* Promote and encourage productive and professional relationships with labor organizations to support corporate goals for financial support and service delivery.

* Responsible for the implementation of the department's safety plans with specific goals and objectives to reduce injuries.

* Ensure compliance of Amtrak, local, state, and Federal mandate policies and procedures.

MINIMUM QUALIFICATIONS:

• Bachelor's Degree in Business Administration, Transportation or related fields or the equivalent combination of education, training and/or work experience may be considered in lieu of a degree
• Significant leadership, customer service and financial management experience, preferably in transportation-related or customer services operations
• Demonstrated computer skills including word processing, spreadsheets and presentation software

PREFERRED QUALIFICATIONS:

• 3 or more years of relevant experience preferred
• Extensive experience in analyzing metrics and data with the ability to apply information to manage behavior and any change associated with improving the operation from a Safety, budgetary and customer service balanced focus.
• Extensive experience directly managing an operating budget in excess of $100mm dollars
• Ability to effectively facilitate change including development of innovative approaches designed to address chronic issues and concerns while garnering support and acceptance of change effort
• Knowledge of applicable federal, state, and local regulatory requirements and local labor agreements

COMMUNICATIONS AND INTERPERSONAL SKILLS:

Must have excellent oral and written communication skills.

PAY TRANSPARENCY:

The target salary is$95,000.Pay is based on several factors includingbut not limited to education, work experience, certifications,internal equity,etc.Depending on an employee's assigned worksite or location, Amtrak may consider ageo-pay differential to be applied to the employee's base salary. Amtrak may offeradditional incentive and pay programs to recognize and reward our employees,including a short-term incentive bonus based upon factors such as individual andcompany performance that is commensurate with the level of the position and/orlong-term incentive plan compensation. In addition to your salary, Amtrak offers acomprehensive benefit package that includes health, dental, and vision plans; healthsavings accounts; wellness programs; flexible spending accounts; 401K retirementplan with employer match; life insurance; short and long term disability insurance;paid time off; back-up care; adoption assistance; surrogacy assistance;reimbursement of education expenses; Public Service Loan Forgiveness eligibility;Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learnmore about our benefits offeringshere.

Requisition ID:163749

Posting Location(s):Massachusetts

Work Arrangement:06-OnsiteClick here for more information about work arrangements at Amtrak.

Job Family/Function:Customer Service

Relocation Offered:No

Travel Requirements:Up to 100%

You power our progress through your performance.

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.

Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.

In accordance with DOT regulations (49 CFR * 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.

In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. *1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

Amtrak is an EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law.