Asst Superintendent Customer Service - 90001487 - Los Angeles

Amtrak•Los Angeles, CA

56d•$125,000•Onsite

About The Position

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. The position provides guidance and oversight to our station operations team throughout the Southwest Division, primarily focusing on our small and medium size locations. It supports our District and Regional Managers, ensuring alignment with strategic objectives and operational directives while maintaining compliance with Amtrak policies and all applicable governmental regulations. Key responsibilities include evaluating service delivery, ensuring an effective organizational structure, efficient staffing, and safety practices; identifying improvement opportunities; fostering effective communication; and developing and monitoring budgets.

Requirements

Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
Plus 7 years of relevant work experience.
Proven experience in creating and managing budgets effectively.
Working knowledge of CFR 49 Transportation Code and union labor agreements.
Experience with Safety Starts with Me and other safety programs.
Background in service-oriented organizations.
Strong leadership and supervisory skills; ability to motivate and lead diverse teams.
Knowledge of train and engine operations and dispatch procedures.
Familiarity with federal, state, and local regulatory requirements.
Expertise in conflict resolution and investigations.
Comprehensive understanding of safety programs.
Strong decision-making, problem-solving, and communication skills.
Ability to manage multiple priorities and make effective decisions in a fast-paced environment.
High level of confidentiality and professionalism.
Excellent time management and responsiveness to customer needs.
Proficiency in Microsoft Excel, Access, Word, PowerPoint, and WMS.

Nice To Haves

Bachelor's Degree or equivalent combination of education, training and/or relevant experience.
Plus 9 years of relevant work experience.

Responsibilities

Oversee day-to-day operations of a major terminal, including leadership and business performance.
Coordinate major functions to ensure exceptional customer service and financial improvements.
Drive overall financial performance through efficiency gains and cost reductions.
Develop and manage station-level strategic business plans.
Ensure cleanliness and serviceability of the station, including ticketing, baggage, boarding, crew base, and property management.
Manage station property and contract efforts for cleaning, repairs, and safe operations.
Lead passenger-facing terminal services and station operations.
Oversee station managers and terminal service personnel.
Monitor customer satisfaction metrics (CSI), surveys, and feedback.
Promote and maintain a strong safety culture for employees and customers.
Ensure compliance with environmental, safety, and regulatory standards.
Track safety metrics, injuries, and cultural health scores.
Monitor KPIs such as on-time performance, delays, operating cost metrics, and safety scores.
Implement quality assurance controls and performance tracking.
Drive energy efficiency, recycling improvements, and environmental compliance.
Prepare reports, presentations, and correspondence.
Act as single point of contact for agencies, officials, vendors, and partners.
Work with train route managers, business lines, state partners, and Metra to achieve terminal objectives.
Support executive-level projects with technical expertise.