Director Customer Care - 90398543 - Philadelphia

Amtrak • Philadelphia, PA

100d • $163,000 - $211,140

About The Position

The Director of Customer Care Center Operations plays a critical leadership role in managing the day-to-day performance and long-term transformation of our multi-channel Customer Care Center. This position is central to delivering a hospitality-driven service experience that exceeds customer expectations, while building the operational foundation for scalable, future-ready support. Working in close partnership with the Senior Director of Customer Care, this leader will help shape and execute the strategic vision for the care center's evolution, from a traditional support function to a dynamic, customer-centric hub that drives loyalty, efficiency, and brand advocacy. Supporting the Senior Director is not only essential to this role; it is a key driver of success, ensuring alignment across initiatives, teams, and business priorities. The ideal candidate is both a people leader and a performance optimizer: someone who can inspire frontline teams, foster a culture of engagement, and implement systems and processes that adapt to changing business needs. This role demands a balance of empathy and execution, vision and precision, leadership, and partnership. This candidate must also demonstrate a strong ability to lead a largely labor-agreement represented frontline workforce, building trust and collaboration while respecting collective agreements and promoting operational excellence.

Requirements

• A BS in business administration, management, or a related field required.
• 11 years of relevant experience required.
• 10+ years in an omnichannel contact center or related environment.
• Strong command of Microsoft Office products (PowerPoint, Excel, Word, SharePoint, etc.)

Nice To Haves

• 13+ years of relevant experience preferred.
• Minimum 10+ years of progressive leadership experience at Director Level or above in large-scale, multi-site contact center operations.
• Proven success managing teams of 400+ agents across multiple channels (voice, chat, email, social, self-service).
• Experience leading transformation initiatives, including digital adoption, AI/automation, and workforce optimization.
• Experience leading and managing a collective bargaining agreement workforce.
• Demonstrated ability to manage vendor relationships and outsourced operations.

Responsibilities

• Oversee daily operations across inbound/outbound voice, chat, email, and other emerging care channels.
• Lead capacity planning, workforce optimization, and queue management to meet service level and productivity goals.
• Drive continuous improvement and standardization across processes, SOPs, and escalation management.
• Effectively manage relationships with union representatives, ensuring compliance with collective bargaining agreements, and supporting fair labor practices across daily operations.
• Align operational priorities with broader business goals, ensuring seamless collaboration across leadership, cross-functional teams, and strategic initiatives.
• Provide insights, recommendations, and reporting to support executive decision-making and strategic planning.
• Monitor and optimize KPIs: First Call Resolution (FCR), Average Handle Time (AHT), Average Speed Answer (ASA), Quality Assurance (QA), and Customer Satisfaction (CSAT) to identify areas for improvement and continued learning.
• Mentor and guide the workforce to embed hospitality and empathy in every customer interaction; serving as a champion for a customer-first culture and modeling the behaviors that foster meaningful customer experiences.
• Partner with training, Quality Assurance (QA), and Customer Experience (CX) teams to define service standards and implement coaching programs.
• Monitor, evolve, and improve key metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Call Resolution (FCR), and contact resolution.
• Lead and coach a team of 25+ frontline managers and supervisors, supporting a culture of continuous improvement and accountability.
• Foster a culture of high accountability, recognition, and development.
• Champion diversity, equity, and inclusion in leadership practices and team culture.
• Ensure compliance with Collective Bargaining Agreement (CBA) legal, privacy, accessibility, and safety standards.
• Maintain business continuity protocols and function as an escalation point during critical incidents or service failures.
• Protect brand reputation through proactive issue resolution and care escalation processes.
• Leverage reporting and analytics to track performance, identify trends, and support executive decision-making.

Benefits

• Health, dental, and vision plans
• Health savings accounts
• Wellness programs
• Flexible spending accounts
• 401K retirement plan 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
• Rail pass privileges

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Rail Transportation
• Education Level: Bachelor's degree