Work Arrangement: Hybrid based out of any of the following locations: Wilmington, DC, NYC, Philadelphia, Boston

SUMMARY OF DUTIES:

The Director of Services and Standards leads a team that researches, defines, validates, documents, and communicates service standards and policies across Amtrak's network, with the goal of providing managers and frontline employees clear service guidelines and expectations related to delivering consistent high level of service to our customers while onboard trains and in stations. This role partners with Product Development and Operations (Customer Service, Transportation and Continuous Improvement) to further Amtrak's development of a hospitality focused culture.

The Director plays a critical role by providing Operations service standards and policy manuals, service guides for all products, training content, and assistance in customizing performance metrics and engagement tools. Provide support and guidance to frontline staff and operations teams to ensure consistent adherence to service standards and policies. Identify key station and crew CSI analytics and performance management tools to drive improvements in CSI and deliver a consistent high level of service in stations and onboard.

The position provides station and on-board business owner perspective for corporate level initiatives and working groups. Serves as a subject matter expert and point of contact / liaison with internal departments and stakeholders regarding stations and onboard operations and policies. Leads technology requirements development for various customer/employee systems, manages the employee uniform program and provides station support equipment.

ESSENTIAL FUNCTIONS:

Station and Onboard Service Standards and Policies

• Directs and communicates system wide station and on-board standards and policies. Responsible for researching, writing, editing, and maintenance of the Station Procedures Manual that guide Amtrak station Reservation, Ticketing, Customer Service and Station Policies.
• Develops and maintains Crew Base Manual, Service Standards Manual for Train Service and Onboard employees, and service/job specific user guides. Responsible for the management of revisions, publishing, communication, and distribution of these documents to the All Aboard intranet, Amtrak.com, Comply 365, and eMD devices.
• Serve as the point of contact / liaison with many internal departments regarding stations and system operations and regulations. Provides policy and performance support to Amtrak DT&I, Finance, Government Affairs, Service Lines, State Partners, Legal, ADA Accessibility Team for station and onboard policy and performance issues.

Service Design and Development:

• Collaborate with cross-functional teams to design, develop, and refine service delivery standards and guidelines focused on customer hospitality.
• Creates comprehensive service delivery guides that align with our brand identity, can be consistently implemented, and elevate the level of hospitality excellence provided to our customers.

Continuous Improvement:

• Facilitate quarterly meetings with Customer Service, Transportation and Continuous Improvement senior leadership to analyze station and crew performance data to identify trends, strengths, weaknesses, and areas for improvement.
• Understand key finding from the customer satisfaction reports and work with Learning and Development to evaluate training material content for effectiveness.

Technology:

• Update user guides for new station and on-board technology systems to improve employee's abilities to provide a higher level of customer service and generate additional revenues.
• Lead the development of IT requirements related to tools and systems used by front line employees for customer service functions (e.g. a new baggage handling and tracking systems) or other performance improvement tools.

Field Support:

• Management of a station and on-board signage program including design, guidelines, manuals, order processes and approvals to support the needs of stations and onboard staff.
• Management of the national employee uniform program and grooming standards and the uniform vendor contract and related budgeting.
• Management of the Lost and Found vendor and coordination of required system user training at stations.
• Complete station information updates to ADR (Amtrak Data Reference database) and Amtrak.com.
• Write, obtain stakeholder approvals, and distribute Passenger Service Notices to stations and the Amtrak.com team.
• Management and support of ancillary products: excess luggage, pets, bikes, golf clubs, etc.

MINIMUM QUALIFICATIONS:

• Bachelor's degree in hospitality management, marketing, or business or equivalent experience.
• 15 years of proven experience in customer service, hospitality management, service design, and performance improvement in the Hospitality or Transportation industry.
• Demonstrated experience simultaneously managing multiple projects and/or programs using appropriate tools and controls.
• Advanced leadership and management skills with proven ability to motivate others.

• Excellent communication and interpersonal skills.
• Knowledge of industry trends and best practices in hospitality.
• Proficiency in relevant software and tools for customer service performance measurement and analysis.
• Strong analytical skills with the ability to use data to drive decision-making.
• Working knowledge of: STARS, ASAP2000, Arrow, ADR (Amtrak Data Reference) and Documentum.

PREFERRED QUALIFICATIONS:

• Broad institutional knowledge of Amtrak Departments, Service Offerings, Budgeting Processes, Procurement Policies, Safety Requirements, Onboard Services, Passenger Equipment, Crewbase and Station Operations
• 20 years of proven experience in hospitality management, service design, and performance improvement in the Hospitality or Transportation industry. 10+ years of experience in transportation industry
• Experience with the Medallia customer satisfaction survey platform
• Experience in developing performance metrics
• Front line customer service experience

WORK ENVIRONMENT:

Physical Demands:

• While in the office or on travel, status may be required to lift and carry objects such as office items and luggage weighing up to 25 pounds.

Mental Demands:

• Typically requires mental and physical endurance of tight time constraints, multiple tasks, and working with individuals and groups with potentially diverse agendas

Working Conditions:

• A primarily indoor, sedentary position requiring use and moving of typical office machinery
• Occasionally requires site visits including railroad rights-of-way and facilities with exposure to associated outdoor conditions such as cold and heat, walking on uneven surfaces, moving in or around train equipment, station, and crew base facilities.
• Travel 25%

COMMUNICATIONS AND INTERPERSONAL SKILLS:

Must have excellent oral and written communication skills.

The salary/hourly range is $163,000-$211,140. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes 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; and rail pass privileges. Learn more about our benefits offeringshere.