Product Development Lead, Service Design & Technology- 90297543 - Washington

Amtrak•Washington, DC

45d•$94,300 - $122,256•Onsite

About The Position

The Product Development- Service Design & Technology Lead supports the Product Development & Customer Experience (PD&CX) team in improving the onboard, in‑station, and lounge experience for Amtrak customers. The role helps ensure that products and services are both customer‑centered and operationally practical across all service lines. A key responsibility is partnering with the Digital Technology (DT) team to prioritize and implement digital products and enhancements that enable better customer experiences. While digital coordination is an important part of this role, this is not solely a technical role. The Product Development Lead also works closely with their Manager to support the rollout of new products and services- not only digital products- to frontline teams. This includes collaborating with Operational leadership, engaging key Commercial stakeholders, and ensuring cross‑departmental alignment so that new solutions can be implemented smoothly and sustainably. The role also partners closely with the Services & Standards team to ensure that any new product or service is clearly documented, correctly standardized, and effectively communicated to frontline employees. Reporting to the Manager of Onboard and Station Product, the Lead helps translate customer‑experience and service‑design strategies into actionable development work. This includes defining features, prioritizing workstreams, and ensuring that new solutions can be successfully delivered by frontline teams and experienced by customers as intended.

Requirements

Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
Plus 6 years of relevant work experience.
4+ years of experience in digital design, agile project management, customer experience, or ancillary revenue development, preferably in transportation, hospitality, or travel industries.
Experience collaborating with digital technology teams and acting as a business lead for technology initiatives.
Strong analytical skills with the ability to leverage data and customer insights to articulate and represent business user needs to DT.
Excellent communication and stakeholder management skills with experience working across multiple departments.
Demonstrated familiarity with Microsoft Office Suite (i.e. Excel, Word and PowerPoint).
Possess a proven track record for being detail-oriented with a demonstrated ability to motivate and follow-through on projects.
Demonstrates knowledge of the intricacies of different Amtrak equipment and fleet, including the different food service and car types and the effect that has on product development and implementation plans.
Must have strong communication and interpersonal skills
Passion for improving the customer experience
Strong organizational skills
Familiarity with Agile practices and experience partnering with technical teams to drive product initiatives and ensure timely delivery
Strong analytical mindset with expertise in strategy frameworks, financial principles, and translating cross-departmental input into actionable requirements for scoping

Nice To Haves

Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
Plus 8 years of relevant work experience.
Bachelor’s degree in Business, Marketing, Hospitality, or related field; Master’s degree preferred.
Experience in the Hospitality and/or Transportation industry in Digital Product Development, Marketing, Strategy, Business Development roles.
Experience working in a matrix organization
Prefer 3+ years of business strategy

Responsibilities

Support the technical development and implementation of existing ancillary products including, but not limited to, pets, bikes, baggage, and lounge access.
Communicate updates on progress and challenges to management to ensure alignment with broader product lifecycle.
Help monitor product performance and drive continuous improvements based on analytics, customer insights, and operational feedback for the portfolio of products.
Conduct research and benchmarking across similar organizations and industries to identify ancillary product offerings and understand customer relevance.
Collaborate with Customer Service, DT, and other stakeholders to ensure seamless product integration into booking channels and onboard delivery.
Act as a product owner and key liaison with the relevant DT portfolio team that works on behalf of PDCX, actively defining features, prioritizing backlog items, and translating strategy into actionable work for the development team.
Communicate business requirements and ensure products are represented in DT planning and execution.
Partner with Customer Service, Operations, Commercial and DT to ensure seamless execution of all service delivery aspects.
Lead policy and procedure development for product offerings, ensuring clarity and alignment with frontline staff.
Drive cross-functional alignment to maximize revenue, improve customer experience, and support frontline execution.