Asst Superintendent Customer Service (Stations) - 90182814 - Chicago

Your success is a train ride away!

As we move America’s workforce toward the future, Amtrak connects businesses and communities across the country. We employ more than 20,000 diverse, energetic professionals in a variety of career fields throughout the United States. The safety of our passengers, our employees, the public and our operating environment is our priority, and the success of our railroad is due to our employees.

Are you ready to join our team?

Our values of ‘Do the Right Thing, Excel Together and Put Customers First’ are at the heart of what matters most to us, and our Core Capabilities, ‘Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security’ are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

Job Summary

The Assistant Superintendent of Customer Service provides leadership and oversight of District Managers, Station Managers, and station operations across an assigned territory. This role translates corporate and divisional strategy into operational execution and ensures consistent service delivery, labor compliance, financial discipline, and safety performance.

In this role, the Assistant Superintendent champions a hospitality-focused culture that prioritizes exceptional customer experiences and will assume responsibilities of the Superintendent in their absence.

Essential Functions

• Manage station staffing and daily operations to meet performance goals for labor, overtime, CSI, safety, revenue, and service delivery.
• Ensure District Managers and Station Managers meet corporate standards and consistently execute operational, customer service, safety, and compliance procedures.
• Develop and oversee passenger handling, entraining, and detraining processes to support on-time performance and customer satisfaction.
• Lead, coach, and develop Managers and staff, including oversight of hiring, training, performance management, and compliance with labor agreements.
• Manage relationships with internal departments, host railroads, government agencies, commuter partners, vendors, and commercial entities to support operational and financial goals.
• Monitor district KPIs, communicate performance updates to leadership, support the execution of safety plans, and serve as Acting Superintendent when required.
• Develop relationships with interdepartmental Leadership

Minimum Qualifications

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
• Plus 7 years of relevant work experience.
• Demonstrated experience leading through multiple levels of management, including direct oversight of managers who supervise large teams. Unionized workforce leadership experience is strongly preferred.
• Experience managing large-scale customer service operations, with responsibility for employee performance, service standards, and customer satisfaction.
• Experience leading and managing others with different levels of expertise, exhibiting innovative leadership and management skills.
• Experience managing and implementing a departmental operating budget.
• Leadership skills.

Preferred Qualifications

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
• Plus 9 years of relevant work experience.
• Demonstrated experience leading through multiple levels of management, including direct oversight of managers who supervise large teams. Unionized workforce leadership experience is strongly preferred.
• Experience with station operations, building maintenance, service delivery, and passenger handling.
• Possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak labor agreements pertaining to station employees and operations.
• Knowledge of safety programs.
• Ability to monitor employee performance.
• Ability to create reports to illustrate job performance.

Knowledge, Skills, and Abilities

• Possesses strong decision-making, problem-solving, and communication skills
• Demonstrates leadership and management abilities, motivating others and resolving conflicts effectively
• Manages multiple priorities and makes effective decisions in a fast-paced environment
• Maintains confidentiality at a high level
• Effectively manages time to provide prompt and accurate responses to customers
• Proficient in PC-based spreadsheet software (Microsoft Excel, Access), as well as Microsoft Word, PowerPoint, and WMS

The salary for the Assistant Superintendent Customer Service role is $125,000. 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.

Learn more about our benefits offerings here.

Requisition ID: 167168

Work Arrangement: 06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered: No
Travel Requirements: Up to 75%

You power our progress through your performance.

We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.

Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires 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.

Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.

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.