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AVP Stations & Customer Service - 90247775 - Washington

Date: Nov 22, 2018

Location: Washington, DC, US, 20001

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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) Customer Service and Stations has the overall responsibility of delivering a positive customer experience by assuring all stations and station employees model the behaviors and standards consistent with the Amtrak brand and image.  The AVP will serve as a voice of our customer and create and drive Amtrak’s vision and strategy for executing and ensuring our employees possess a customer-centric focus in their daily roles and responsibilities, relentlessly driving into each station and station employee the vision created for excellence in customer service.  The AVP will be responsible for our guest-facing functions and requires a keen eye to identify improvement in all facets of our operation as well as a demonstrated commitment to continuous improvement.  The AVP Customer Service and Stations will lead station management in implementing and executing all current and future standards for our Amtrak stations and customer service on a daily basis.  


The AVP Customer Service and Stations will serve as part of a critical triad, working in partnership to create and implement the vision for customer service, alongside our VP Product Development and Customer Experience and our VP Stations, Facilities, Properties, and Accessibilities.  In addition, they will be a critical component of the Operations Leadership team working collaboratively and closely with the Operations Senior Leaders to accomplish the overall mission of Operations (VP Transportation, AVPs Transportation, Chief Engineer, Chief Mechanical Officer, AVP Network Services, and any of their direct reports).


The AVP must work proactively and collaboratively with various centers of excellence to support large-scale complex projects. The AVP will operate in a highly collaborative manner across all departments to accomplish the objectives of the organization, completing all work with a sense of urgency, within scope, on schedule, and within budget.  With a focus on the top 100 stations, the AVP Customer Service and Stations will work in extensive collaboration with both internal and external stakeholders to instill and inspire a passionate commitment to meeting the expectations of our customers and station stakeholders.  Internal stakeholders include, but are not limited to, key employees in Transportation, Commercial, Marketing & Business Development, Stations, Facilities, Properties & Accessibilities, and Safety, Health, and Environmental and APD.  External stakeholders include, but are not limited to Customers, State Partners, Commuter Partners, and other government and regulatory agencies.  


The AVP Customer Service and Stations will implement reporting and analytics to understand key business drivers and while driving improvement to all avenues of customer service also look for ways to improve efficiencies, cut costs, and generate revenue.  The AVP will manage to Amtrak’s planning and budgetary guidelines, while maintaining the service mission of the company.  The AVP will have to be adept in managing competing priorities and interests, always keeping the customer and the station experience at the forefront.  This position will require a comprehensive understanding of station operations, users and customers’ expectations in order to provide overall superior customer service and operational excellence. The AVP will also be responsible for ensuring the consistent cleanliness of the stations, consistent and professional displays/signage, overall customer flow, including staging and boarding.  


The AVP Customer Service and Stations must be an Amtrak brand advocate and work to create high performing teams which are dedicated to enhancing our passenger experience across the entire Amtrak network.  The AVP will align the station management teams to proactively identify and solve issues impacting the station experience, focusing on customer experience, continuous process improvement and effective behaviors of employees and leaders. They will instill ownership of the Amtrak brand across stations, hold employees accountable for delivering to expectations, and drive results in achieving a consistent customer centric station image.  


Additionally, the AVP Customer Service and Stations will partner with Labor leadership to ensure that communications are open and supportive of the customer service and efficiencies needed by the business.  They will play an integral role in monitoring and improving third party relationships while growing the ability of their non-agreement managers and supervisors to engage and successfully lead the Stations agreement workforce.


•Responsible for leading and ensuring station and customer standards are being met and are consistent with established expectations
•Implement and sustain a continuous improvement mindset and process 
•Responsible for leading managers and assuring compliance with all station-specific regulatory requirements, including but not limited to ADA
•Partner closely with Commercial, Marketing & Business Development, and Stations, Facilities, Properties, & Accessibilities for thorough understanding of standards and expectations, influencing when needed to ensure practical and effective implementation as the voice of the customer
•Partner closely with AVPs in Transportation and Engineering to execute and consistently apply station and customer standards
•Partner closely with State Partners, Commuter Partners, and other government and regulatory agencies as needed
•Provide subject matter expertise and overall support for all state-supported and real estate initiatives involving stations
•Partner with internal personnel responsible for bus transportation to promote consistency and a positive customer experience
•Provide leadership on labor relations with key stations bargaining units to promote customer service, efficiencies, Amtrak branding, employee engagement and proper communications
•Lead, manage, and develop a diverse and talented team of experts and builds an organization capable of successfully achieving these essential functions with the highest level of customer service, reliably and within budget
•Effectively contribute to a safe and secure work environment for employees and travel experience for customers
•Additional responsibilities as directed by his / her supervisor

•Minimum 15 years of highly relevant experience, including a minimum of five (5) years’ experience leading teams responsible for highly collaborative relationships and outcomes 
•Only candidates with high volume direct customer facing experience will be considered for this position.  Ideally in the transportation, hospitality, or retail industries. 
•Top candidate(s) will have exceptional experience in developing, assessing, analyzing, and driving a best in class customer service organization. 
•A keen eye to identify improvement opportunities in all facets of our operation.
•Extensive experience and demonstrated passion for meeting and exceeding customer expectations
•Extensive experience working collaboratively and effectively in a complex, matrixed organization
•Extensive experience successfully managing competing priorities and interests
•Extensive communication/presentation skills and experience including distilling and communicating complex issues to senior level officers


Master’s Degree in Business or a related field


•The ideal candidate(s) will have working knowledge of leading-edge industry trends and can influence priorities to develop channels and strategies which improve our customer’s satisfaction.
•Extensive experience in a unionized environment
•Extensive knowledge of railroad operations, station operations and Amtrak’s service lines. Familiarity with other transportation modalities and/or with large, complex hospitality enterprises
•Working knowledge of ADA and regulatory requirements that impact stations and customers


•Prior experience and demonstrated success in leading in a union environment
•Demonstrated passion for Amtrak customers 
•Demonstrated ability to successfully negotiate, execute, and hold people accountable
•Demonstrated attention to detail
•Business acumen, including awareness of industry trends, and political savvy
•Working knowledge of railroad operations, including key operating metrics (e.g. OTP, ITP and Safety measures)
•Working knowledge of service lines including the challenges for operations both on- and off-corridor
•Working knowledge of stations, including the challenges for small, medium, and large stations and stations with varying levels of volume
•Working knowledge of business model for lines of business, including state and commuter rails
•Demonstrated willingness to learn more about railroad operations
•Advanced leadership and management skills with proven ability to motivate others; experience in managing staff, contractors, and cross-functional teams in multiple locations
•Demonstrated ability to work collaboratively with staff and decision-makers at all levels while successfully challenging conventional practices and incorporating new approaches to business


Must have excellent written and oral communication skills.



Requisition ID:38721
Posting Location(s):District of Columbia; Maryland; Virginia
Personnel Area:DC13
Job Family/Function:Transportation 
Relocation Offered:Yes 
Education Requirements:Bachelors Degree
Travel Requirements:Up to 25% 
Employment Experience Requirements:10 plus years of experience

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 || Corporate

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