Superintendent Customer Service II - 90361873 - Los Angeles

Job Summary Provides leadership for customer service and terminal operations to ensure safe, compliant, and high-quality passenger experiences. Directs multiple customer service functions through subordinate managers, establishes service standards and operational priorities, and oversees performance, financial results, safety, and property management activities. Partners with senior leaders and external stakeholders to align customer service delivery with organizational strategy and regulatory requirements. Essential Functions 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. Minimum Qualifications Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 11 years of relevant work experience. Preferred Qualifications Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 13 years of relevant work experience. Knowledge, Skills, and Abilities 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. Compensation The salary range is $163,000.00 – $211,140.00. 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. Benefits Health and Wellbeing 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 Work Arrangement 06‑Onsite 4/5 Days Relocation Offered Yes Travel Requirements Up to 25% Candidate Screening Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions require a pre‑employment background check that includes prior employment verification, a criminal history check and a pre‑employment drug screen. Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak’s pre‑employment drug testing program is administered in accordance with DOT regulations and applicable law. In accordance with DOT regulations (49 CFR 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety‑sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety‑sensitive functions. In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. 1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses. EEO Statement Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, disability (intellectual, mental and physical), veteran status, marital status, ancestry, sexual orientation, gender identity and gender expression, genetic information, citizenship or any other personal characteristics protected by law. #J-18808-Ljbffr Amtrak