Superintendent Customer Service II - 90163724 - Chicago

Amtrak; Chicago (IL); On-site; USD 163,000 - 211,000; Full time

Benefits offered by this job

Health & Wellness

401K with Employer Match

Generous Paid Time Off

Rail Pass Privileges

Job summary

The Superintendent provides strategic and operational leadership across Amtrak’s station network, directing day-to-day station operations through a team of Assistant Superintendents, District Managers, and Station Managers. This role requires a strong field presence 24/7 to maintain operational stability during disruptions and ensure safety, reliability, and customer satisfaction.

As a key operational leader, you will drive standards, foster cross-functional partnerships, and guide continuous

Qualifications

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
• Plus 11 years of relevant work experience.
• Experience in a hospitality driven industry with focus on quality of service and employee performance

Responsibilities

• 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.

Skills

People Leadership

Operational Leadership

Safety Management

Budget Management

Education

Bachelor’s Degree or equivalent

Job description

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Superintendent Customer Service II - 90163724 - Chicago

Date: Oct 30, 2026

Location: Chicago, IL, US, 60661

Company: Amtrak

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 Superintendent provides strategic and operational leadership across Amtrak’s station network. Through a team of Assistant Superintendents, District Managers, Station Managers the individual directs day-to-day station operations and champions consistent execution of Amtrak’s service standards and operational priorities.

This role requires a strong and visible presence in the field within a 24/7 operating environment, maintaining a high level of availability, including nights, weekends, and during service disruptions, to ensure operational stability and provide decisive leadership during critical events.

The Superintendent actively engages employees at all levels, fostering a culture of safety, operational excellence, financial discipline, and service excellence, while developing leaders across multiple layers of management and a geographically dispersed operation.

As a key operational leader, the Superintendent is instrumental in supporting Amtrak's transformation from a traditional transportation provider to a hospitality-driven service organization, ensuring station operations consistently reflect the company's commitment to safety, reliability, and customer satisfaction.

This role will provide strategic leadership and overall accountability for on-board service and crew base operations within an assigned operating area. They will lead and support supervisors and represented employees and oversee workforce planning, staffing, operational performance, budgets, and support services to ensure safe, reliable, and consistent passenger service. The ideal candidate builds strong cross-functional partnerships, challenges the status quo, ensures adherence to company policies, labor agreements, and service standards, and champions continuous improvement to strengthen operational performance and the passenger experience.

The Superintendent will play a key role in advancing Amtrak's transformation from a transportation provider to a world-class, hospitality-driven service organization, helping establish standards, culture, and operational practices that will define future customer experience.

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.
• Experience in a hospitality driven industry with focus on quality of service and employee performance

Preferred Qualifications

• Bachelor’s Degree or equivalent combination of education, training and/or relevant experience.
• Plus 13 years of relevant work experience.
• Experience working with collective bargaining teams and/or contracted employees with service level agreements.

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.

The salary/hourly 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.

• Health and Wellbeing Financial and Retirement Work and Family Life Support
• 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

Learn more about our benefits offerings here.

Requisition ID:167439

Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 50%

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.