Asst Superintendent OBS - 90414164 - New York

Amtrak•New York, NY

2d•$113,200 - $146,664•Onsite

About The Position

The Assistant Superintendent of Operations leads onboard service delivery and crew base operations within an assigned operating area of the Northeast Corridor. The role is accountable for safe, reliable, consistent, and hospitality-focused passenger service, operational performance, employee performance, financial stewardship, and compliance with safety regulations, operating procedures, company policies, service standards, and labor agreements. The position directly leads frontline managers, supervisors, represented employees, and onboard employees. It oversees workforce planning, staffing, scheduling, budgets, administrative processes, and support services, and maintains a visible field presence. The Assistant Superintendent supports operations during high-profile events, service disruptions, and other critical business needs, including nights and weekends as required. The role partners across departments, addresses service issues, leads continuous improvement, and supports service recovery. The Assistant Superintendent will help prepare for the introduction of the new Acela and Airo fleets and advance Amtrak’s shift toward a hospitality-driven service organization by helping establish future customer-experience standards, culture, and operating practices. The position requires a decisive, action-oriented leader who can balance customer satisfaction, operational reliability, employee engagement, and financial performance while developing teams and driving results.

Requirements

Bachelor’s degree or an equivalent combination of education, training, and/or relevant experience.
At least 7 years of relevant work experience.
Experience in a hospitality-driven industry focused on service quality and employee performance.
Working knowledge of passenger service operations in a regulated transportation environment.
Ability to manage supervisors and unionized workforces, apply labor agreements consistently, and address employee-relations matters.
Understanding of safety programs and operational policies, and the ability to translate requirements into day-to-day execution.
Ability to manage staffing models, schedules, budgets, and administrative controls to support operational objectives.
Clear written and verbal communication skills and sound judgment in resolving operational and service issues.

Nice To Haves

Bachelor’s degree or an equivalent combination of education, training, and/or relevant experience.
At least 9 years of relevant work experience.
Decisive and action-oriented leadership.
Experience working with labor agreements.

Responsibilities

Plan, direct, and monitor daily onboard service and crew base operations to meet safety, service quality, and performance standards.
Lead, coach, and hold supervisors and represented employees accountable; manage staffing, scheduling, performance management, and adherence to labor agreements.
Implement and enforce safety programs, operating rules, and corporate policies; address incidents, service disruptions, and corrective actions.
Manage assigned budgets and administrative processes, including payroll controls, staffing costs, and vendor or support-service coordination.
Partner with internal stakeholders to resolve service issues, support service recovery, and implement operational improvements.
Oversee workforce planning, staffing, daily operations, budgets, and support services while maintaining compliance with company policies, labor agreements, and service standards.
Collaborate across departments, lead continuous-improvement initiatives, and support world-class passenger service.
Maintain a visible field presence and support frontline teams during high-profile operating events, service disruptions, and critical business needs, including nights and weekends as required.
Help prepare the organization for the new Acela and Airo fleets and establish future customer-experience standards, culture, and operational practices.