Superintendent Customer Service II - 90163724 - Chicago

Amtrak•Chicago, IL

10d•$163,000 - $211,140•Onsite

About The Position

The Superintendent provides strategic and operational leadership across Amtrak’s station network. Through Assistant Superintendents, District Managers, and Station Managers, the Superintendent directs day-to-day station operations and champions consistent execution of Amtrak’s service standards and operational priorities. The role requires a visible field presence in a 24/7 operating environment, with availability that includes nights, weekends, and service disruptions. The Superintendent helps maintain operational stability and provides decisive leadership during critical events. They engage employees at all levels, foster safety, operational excellence, financial discipline, and service excellence, and develop leaders across multiple management layers 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 commitments to safety, reliability, and customer satisfaction.

Requirements

Bachelor’s degree or an 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.

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 an 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.