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.


SUMMARY OF DUTIES:
The Senior Director, Customer Care will be responsible for overseeing all aspects of customer engagement, relationship management, and sales via the Amtrak Customer Care Center. This position will play a critical role in developing strategies to enhance customer satisfaction, loyalty, and retention by ensuring that every interaction with the company aligns closely with our brand values.


This role requires a blend of strategic thinking, leadership, and hands-on execution to drive continuous improvement in customer care. The position reports to the AVP, Loyalty and Customer Engagement and will serve as a customer champion in an effort to drive increasingly effective and efficient operations of:

• Amtrak’s Customer Care Center (CCC) located in Philadelphia, PA
• Training and Program Support
• Contact Center Systems and Technology; and
• Oversight of the Office of Customer Relations.
• Customer Communications Team (CCT)

From a functional standpoint, the position is responsible for:

• Executing key initiatives in support of KPIs highlighted on Amtrak’s integrated scorecard across sales effectiveness, cost containment, and customer service objectives
• Leadership and oversight of Amtrak’s Office of Customer Relations.
• Overseeing departmental operating budget, business planning, capital planning and capital project management, financial modeling, and performance analysis.
• Systems planning and innovation for contact center technologies.
• Programs to enhance sales performance, increase productivity, improve training, promote workforce morale, maintain effective labor relations.
• Communication/liaison with brand marketing, loyalty and CRM, corporate sales, digital channels, operations, and digital technology, as needed.
• Coordinating with the contact center systems and reservations systems support teams.

ESSENTIAL FUNCTIONS:

• Customer Advocate. Embraces customer-first mindset through defining proper communications systems management, as well as improving all Contact Center policies, procedures and service standards for service recovery, refunds, schedule changes, group bookings, Amtrak Guest Rewards, and ongoing customer support. Includes both reactive and proactive actions.

• 
  Day to Day CCC Operations and Planning. Manage daily customer activities , directing actions as necessary to ensure that all operational goals are met. On a monthly basis, he/she evaluates performance for sales and for expenses versus goals and takes actions as warranted to reduce costs, increase revenue, or enhance customer satisfaction. The Customer Care leader is also responsible for longer-term business and capital planning, including operating budget development.

• 
  Customer Relation Measurement and Performance. Empowered to make decisions and take actions to support contact center operating goals inclusive of financial targets, productivity measures (i.e. ASA, Lost Calls, Revenue Per Call, Call Handling Times) and labor forecasts/scheduling. Define KPIs and metrics to track the contact center effectiveness, analyze data to identify trends and opportunities, and make data-driven recommendations for improvement.

• 
  Continuous Improvement: Lead a culture of continuous improvement by identifying areas for enhancement, experimenting with new ideas, and iterating based on results.

• 
  Team Member Engagement: Foster a customer-centric culture within the organization by training, coaching and empowering employees to deliver exceptional customer experiences. Motivate individual performance, promote team development, and maintain employee morale through effective communication, recognition, and channels for feedback.

• 
  Coordination with Labor Relations. Ensures consistent application of reservation policy and procedures. Ensures compliance with Amtrak’s shared values, applicable labor contracts and standards of excellence. Fosters a climate of mutual respect with local TCU representatives.

• 
  Technology Enablement: Leverage technology and tools, such as Teleperformance systems, automation platforms, data enablement, and customer feedback software, to support initiatives and streamline processes. Initiates and supports implementation of technological improvements to enhance operational efficiency and maximize revenue potential.

Overall - Provides leadership, creativity, and enthusiasm in the exercise of his/her duties, including through a demonstrated commitment to professional expertise and development in Customer Care Center management, technology, and personnel. Command of both verbal and written communication skills is essential.


MINIMUM QUALIFICATIONS:

• Bachelors degree in related discipline
• 10 years or more experience;
• Strong written, oral and interpersonal skills.

PREFERRED QUALIFICATIONS:

• Masters degree in related discipline or MBA.
• Ability to manage cross-functional and cross-organizational processes and projects.
• Understanding of contact center systems and technology.
• Ability to develop policy recommendations based on a thorough understanding of departmental operations and in-depth understanding and analysis of financial data.
• Growth-oriented mindset, with experience innovating in a call center environment

WORK ENVIRONMENT:

• Works in a dynamic, fast-paced environment. The individual must manage several tasks completing them with a high degree of accuracy.
• Must be available to oversee emergency operations on short notice.
• Travel: up to 20%.

COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.


PAY TRANSPARENCY:
The salary/hourly range is $187500-$242892. Pay is based on several factors including but not limited to education, work experience, certifications, internal equity, 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 and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here.
Requisition ID:162921
Posting Location(s):Pennsylvania
Work Arrangement:06-Onsite
Job Family/Function:Customer Service
Relocation Offered:No
Travel Requirements:Up to 25%
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 EOE/Affirmative Action Minority/Female employer, and we welcome all to apply. We consider candidates regardless of race/color, religion, sex (including pregnancy, childbirth and related conditions), national origin/ethnicity, age, 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.