Superintendent Customer Service II - 90074774 - New York
About The Position
The Superintendent provides strategic and operational leadership across Amtrak’s station network. Through Assistant Superintendents, District Managers, and Station Managers, this role directs day-to-day station operations and champions consistent execution of service standards and operational priorities. The role requires a strong, visible field presence in a 24/7 operating environment, with availability including nights, weekends, and service disruptions. The Superintendent ensures operational stability and provides decisive leadership during critical events. The position engages employees at all levels, fostering safety, operational excellence, financial discipline, and service excellence, while developing leaders across multiple layers of management and a geographically dispersed operation. As a key operational leader, the Superintendent supports Amtrak’s transformation toward a hospitality-driven service organization, ensuring station operations reflect the company’s commitment to safety, reliability, and customer satisfaction. The role oversees customer service and station operations, including budgets, resource allocation, property management, and contracted services, and serves as a senior contact for internal partners, public agencies, and external stakeholders. The position is onsite 4/5 days, with travel requirements of up to 50%. Relocation is not offered. The stated salary range is $163,000–$211,140; additional incentive and pay programs may be offered, including a short-term incentive bonus.
Requirements
- Bachelor’s degree or equivalent combination of education, training, and/or relevant experience.
- At least 11 years of relevant work experience.
- Experience in a hospitality-driven industry focused on quality of service and employee performance.
- Broad knowledge of passenger service operations, terminal management, and service delivery within a regulated transportation environment.
- Ability to lead managers, influence senior stakeholders, and provide direction for complex, multi-site operations.
- Strong understanding of safety management systems, environmental compliance, and applicable transportation regulations.
- Ability to manage budgets, evaluate service and financial metrics, and use data to guide strategic and operational decisions.
- Ability to communicate effectively with executive audiences and exercise sound judgment in high-impact service, safety, and operational decisions.
- Availability for field leadership in a 24/7 operating environment, including nights, weekends, and service disruptions.
Nice To Haves
- At least 13 years of relevant work experience.
- Experience working with collective bargaining teams and/or contracted employees with service level agreements.
- Bachelor’s degree or equivalent combination of education, training, and/or relevant experience.
Responsibilities
- Establish and oversee customer service standards, performance metrics, and improvement initiatives across assigned terminals or districts to drive customer satisfaction and service reliability.
- Lead, develop, and hold accountable subordinate managers and professional staff; set expectations for service delivery, safety culture, and operational discipline.
- Ensure compliance with safety programs, environmental standards, operating rules, and regulatory requirements; evaluate risks and direct corrective actions.
- Direct operating budgets and resource allocation for customer service and station operations, including property management and contracted services; monitor performance against financial and service targets.
- Serve as a senior point of contact for internal partners, public agencies, and external stakeholders; align terminal operations with broader business and community objectives.
- Direct day-to-day station operations through Assistant Superintendents, District Managers, and Station Managers.
- Maintain a visible field presence and availability during nights, weekends, and service disruptions to support operational stability and lead critical events.
- Develop leaders across multiple management layers and a geographically dispersed operation.
- Support Amtrak’s transformation toward a hospitality-driven service organization.
Benefits
- Health, dental, and vision insurance
- 401K with employer match
- Generous paid time off
- Wellness programs
- Railroad Retirement Benefits
- Paid caregiving days and backup care
- Health Savings Account
- Public Service Student Loan Forgiveness
- Fertility and family building benefits
- No-cost Personal Health Advocate
- Student Loan Assistance
- Adoption and surrogacy assistance
- Medical plan opt-out credit
- Tuition and education reimbursement
- Paid family leave
- Life insurance
- Rail pass privileges
- Short- and long-term disability insurance
- Employee Assistance Program
- No-cost financial advisor sessions
- Commuter and flexible spending accounts
- Potential short-term incentive bonus and other additional incentive and pay programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
