Asst Superintendent Customer Service - 90414923 - Seattle

Amtrak•Seattle, WA

7d•Onsite

About The Position

The Assistant Superintendent of Customer Service provides leadership and oversight of District Managers, Station Managers, and station operations across an assigned territory. This role translates corporate and divisional strategy into operational execution and ensures consistent service delivery, labor compliance, financial discipline, and safety performance. In this role, the Assistant Superintendent champions a hospitality-focused culture that prioritizes exceptional customer experiences and will assume responsibilities of the Superintendent in their absence.

Requirements

Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
Plus 7 years of relevant work experience.
Demonstrated experience leading through multiple levels of management, including direct oversight of managers who supervise large teams. Unionized workforce leadership experience is strongly preferred.
Experience managing large-scale customer service operations, with responsibility for employee performance, service standards, and customer satisfaction.
Experience leading and managing others with different levels of expertise, exhibiting innovative leadership and management skills.
Experience managing and implementing a departmental operating budget.
Leadership skills.

Nice To Haves

Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
Plus 9 years of relevant work experience.
Demonstrated experience leading through multiple levels of management, including direct oversight of managers who supervise large teams. Unionized workforce leadership experience is strongly preferred.
Experience with station operations, building maintenance, service delivery, and passenger handling.
Possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak labor agreements pertaining to station employees and operations.
Knowledge of safety programs.
Ability to monitor employee performance.
Ability to create reports to illustrate job performance.

Responsibilities

Manage station staffing and daily operations to meet performance goals for labor, overtime, CSI, safety, revenue, and service delivery.
Ensure District Managers and Station Managers meet corporate standards and consistently execute operational, customer service, safety, and compliance procedures.
Develop and oversee passenger handling, entraining, and detraining processes to support on-time performance and customer satisfaction.
Lead, coach, and develop Managers and staff, including oversight of hiring, training, performance management, and compliance with labor agreements.
Manage relationships with internal departments, host railroads, government agencies, commuter partners, vendors, and commercial entities to support operational and financial goals.
Monitor district KPIs, communicate performance updates to leadership, support the execution of safety plans, and serve as Acting Superintendent when required.
Develop relationships with interdepartmental Leadership.