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AVP Transportation Southwest - 90228871 - Los Angeles

Date: Aug 24, 2019

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Your success is a train ride away.

Amtrak connects businesses and communities across the country and we move America’s workforce toward the future. 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 the result of our employees.

Are you ready to join our team?


  • The Assistant Vice President (AVP) is directly responsible for the financial, operational, customer satisfaction, safety, and overall business line goals in their area of responsibility.
  • This person is accountable and responsible for overseeing all operations decision making.
  • The area of responsibility for this position includes the Southwest division and Metro Link commuter operations.  
  • They will be the point of contact and will be accountable for ensuring the operational performance of the commuter agency or agencies within their area of responsibility.
  • They will also be directly responsible for the operating performance of those commuter agency contracts held by Amtrak.
  • Responsibility for demonstrating Amtrak’s values and leadership philosophy while providing customers with excellent service and meeting performance targets that are driven by and aligned with the Strategic Plan goals in the following areas:
    • Safety and Security.
    • Customer Focus.
    • Mobility and Connectivity.
    • Environment and Energy.
    • Financial and Organizational Excellence.
  • Responsibilities include, but not limited to:
    • Leadership, operational performance, and the coordination of the following major functions to ensure the delivery of exceptional customer service on a consistent basis and financial improvements.
    • Overall financial performance by minimizing operational costs and implementing efficiency improvements.
    • Customer Service Delivery by all train service personnel
    • Train operations including coordination with freight railroads.
    • Field station services.
    • Route performance direction.
    • Enviornmental, safety and rules compliance.
    • Administration and business performance.
  • The AVP also has matrix management relationships with other functional and technical groups within the company to ensure that operations meet the standards and policies established by Amtrak and regulatory authorities. Such matrix relationships include, but are not limited to, mechanical and engineering, marketing, human capital, finance, departments, etc.



  • Provides route group strategic and customer service oversight, develops and manages their budget, controls appropriations and expenditures, and enforces standards to improve financial performance through metrics including:
    • Meeting budgeted controllable expenses
    • Adherence to staffing and headcount levels
    • Refinement of operational processes to reduce overall spend year over year.  
  • Oversees customer service delivery, station operations, on-board services, and operating employees, resulting in high levels of customer satisfaction and increased customer retention, measured in areas that include:
    • Customer satisfaction scores (CSI) .
    • Customer feedback and trends, including on-train surveys.
    • On-time Performance & Delays.
    • Partner satisfaction index (if applicable).
  • Directs the Terminals to ensure the make-up and dispatchment of trains will comply with all relevant standards in order to meet published consist and operating plans.  This includes adherence to regulatory and Amtrak standards including quality management system requirements. Measures include:
    • Initial terminal delay/On-Time Performance
    • Customer satisfaction scores (CSI)
  • Establishes and implements continuous process improvements to support excellent customer service delivery in ticket offices, checked baggage, general station support, on-board trains and rolling stock/maintenance of equipment state-of-good repair. Metrics include:
    • Process improvements implemented.
    • Number of process improvement teams.
    • Employee engagement measures.
    • Customer satisfaction scores (CSI)..
  • Leads and develops talent through effective performance management and talent evaluation and by filling open positions with the appropriate mix of internal promotions and external recruitment to satisfy near-term performance, longer-term succession needs, and to insure the organization has the necessary outstanding talent to deliver on Amtrak strategic goals.  Builds team reflecting Amtrak’s diversity initiatives.  Invests in the growth and development of direct reports and other identified talent in their organization.  Engaged in personal development. Employs cross-functional moves and talent planning.  Metrics include:
    • Rate of involuntary turnover for poor and marginal performers.
    • Number of turnovers of high performance and high growth talent.
    • Engagement metrics.
    • Effective differentiatin of performance and compensation.
    • Number of employees moved/promoted to other positions/functions.
    • Diversity measures.
  • Leads environmental and energy reduction efforts by partnering with internal and external groups to drive meaningful improvements including:
    • Fuel consumption reduction and efficiency improvements.
    • Utility consumption reduction.
    • Environmental compliance and improvement.
    • On-board and station recycling improvements.
  • Oversees the preparation of strategic business plans.
  • Directs business objectives through collaboration with Marketing and Sales, Revenue Management and other matrix functions.  
  • Implements and tracks quality assurance control measures and other performance metrics aligned with business plans to ensure objectives are being met. 
  • Acts as the single point of contact (SPOC) with freight railroads for operating issues.
  • Provides advice and counsel relative to the development of contracts and proposals, internal and external, for services integral to providing customer service and operational viability for their area of responsibility.



  • Bachelor’s Degree in Transportation, Hospitality, Railroad Operations, Engineering, or in a related field OR the equivalent combination of education and training/experience
  • 15 years minimum related work experience required
  • Extensive leadership, customer service and financial management experience in a transportation operating environment
  • Extensive experience directly managing an operating budget.
  • Experience negotiating, implementing and/or administering contracts and agreements with local agencies, unions, and other departments.



  • Preferred Master’s Degree in Business Administration
  • 21+ years minimum related work experience
  • Extensive leadership, customer service and financial management experience in a railroad operating environment (preferably passenger train and engine or terminal services operations).
  • Advanced leadership, management, decision making and conflict resolution skills with a proven ability to motivate others. 
  • Effective interpersonal communication skills including writing, presentation, meeting and interview facilitation along with extensive experience communicating orally and in writing within and outside of an organization.
  • Ability to effectively facilitate change including development of innovative approaches designed to address chronic issues and concerns while garnering support and acceptance of change effort.
  • Extensive knowledge of relevant railway regulatory requirements (i.e. FDA, FRA).
  • Knowledge of applicable federal, state, and local regulatory requirements and local labor agreements.
  • Demonstrated computer skills. 
  • Leadership experience in a behavior-based safety culture.

Must have excellent written and oral communication skills.



Requisition ID:41093
Posting Location(s):California
Job Family/Function:Transportation 
Relocation Offered:Yes 
Travel Requirements:Up to 50% 

Amtrak employees power our progress through their performance.

We want your work at Amtrak to be more than a job – we want it to be a fulfilling experience where you find challenging and rewarding opportunities, respect among colleagues, competitive pay, benefits that protect you and your family, and a high performance culture that recognizes and values your contributions and helps you reach your career goals.

We proudly support and encourage U.S. Veterans to apply for Amtrak job opportunities.

All positions require pre-employment background verification, medical review and pre-employment drug screen. Amtrak is committed to a safe and drug-free workplace and performs pre-employment substance abuse testing. All new hires are required to undergo a hair drug test which detects the presence of illegal drugs for months prior to testing. We appreciate your cooperation in keeping Amtrak safe and drug-free.  

In accordance with DOT regulations (49 CFR section 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, he/she will not permitted to perform safety-sensitive functions.

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 Affirmative Action/Equal Opportunity Employer and we welcome all to apply. We consider candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability (including blindness), or veteran status.

POSTING NOTES: Transportation || No Additional

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