Rail Customer Service Operations Lead

Amtrak; Chicago (IL); On-site; USD 113,000 - 138,000; Full time

Benefits offered by this job

Health, Dental, and Vision Insurance

401K with Employer Match

Generous Paid Time Off

Rail Pass Privileges

Wellness Programs

Job summary

Amtrak in Chicago seeks an Assistant Superintendent of Customer Service to oversee District and Station Managers and station operations across an assigned territory. This role translates strategy into operational execution, ensuring on-time performance, safety, labor compliance, and strong customer experiences.

The position leads staffing, training, budgeting, and KPI management, and will serve as Acting Superintendent when needed. Travel up to 75% and an onsite work arrangement are expected.

Qualifications

• Bachelor's degree or equivalent with 7+ years relevant experience; unionized leadership preferred.
• Experience leading large teams and managing station operations.
• Experience with departmental operating budget management.

Responsibilities

• Manage station staffing and daily operations to meet performance goals.
• Ensure managers meet standards for safety, service, and compliance.
• Develop passenger handling, entraining, detraining processes for on-time performance.
• Lead and develop managers and staff, including hiring and performance management.
• Manage relationships with internal and external partners to support goals.
• Monitor KPIs and support safety plans; act as Acting Superintendent when required.
• Build relationships with interdepartmental leadership.

Skills

Leadership

Customer focus

Budget management

Operations management

Communication

Problem-solving

Team development

Education

Bachelor’s Degree or equivalent

Tools

Excel

Access

Word

PowerPoint

WMS

Job description

Amtrak in Chicago seeks an Assistant Superintendent of Customer Service to oversee District and Station Managers and station operations across an assigned territory. This role translates strategy into operational execution, ensuring on-time performance, safety, labor compliance, and strong customer experiences.

The position leads staffing, training, budgeting, and KPI management, and will serve as Acting Superintendent when needed. Travel up to 75% and an onsite work arrangement are expected.