Senior Customer Service Operations Leader

Amtrak; Seattle (WA); On-site; USD 113,000 - 138,000; Full time

Benefits offered by this job

Health Insurance

401K with Employer Match

Generous Paid Time Off

Rail Pass Privileges

Job summary

Amtrak is seeking an Assistant Superintendent of Customer Service to lead District Managers, Station Managers, and station operations across an assigned territory. This role translates strategy into execution, ensuring service delivery, labor compliance, financial discipline, and safety performance.

The position champions a hospitality-focused culture prioritizing exceptional customer experiences and may assume Superintendent duties in their absence. Relocation offered; travel up to 25%.

Qualifications

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.

Responsibilities

• 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.

Skills

Decision-making

Problem-solving

Communication

Leadership

Time management

Confidentiality

Education

Bachelor’s Degree or equivalent

Tools

Microsoft Excel

Microsoft Access

Microsoft Word

PowerPoint

Job description

Amtrak is seeking an Assistant Superintendent of Customer Service to lead District Managers, Station Managers, and station operations across an assigned territory. This role translates strategy into execution, ensuring service delivery, labor compliance, financial discipline, and safety performance.

The position champions a hospitality-focused culture prioritizing exceptional customer experiences and may assume Superintendent duties in their absence. Relocation offered; travel up to 25%.