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Dir Digital Product Development & Delivery - 90167401 - Washington

Date: Jan 6, 2020

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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 Director, Digital Product Development and Delivery is responsible for management, planning and development of Amtrak’s eCommerce products. The selected candidate will maintain short and long term roadmaps for each ecommerce product and distribution channel, identifying key milestones and priorities that must be met to fully implement Amtrak’s strategy. This cross-functional position achieves results through facilitation and collaboration with key stakeholders from across the business and information technology.  This leader and her/his team will be accountable for the successful launch of all of digital products in their portfolio from ideation through implementation, as well as ongoing optimization.


Director will also manage Amtrak’s reservations and ticketing functionality that is related to ticketing. This includes managing the eLift application, related elements in the reservation and ticketing ecosystem, and customer-facing ticketing communications. The Director will also be responsible for ticketing reporting to stakeholders including dashboards and KPIs (key performance indicators) to ensure that the ticketing products are performing as designed and meeting organizational goals. Lead, support and drive high priority efforts as directed by Sr Leadership.


Key Responsibilities for this position include:

  • Manage overall portfolio of Digital Customer Experience Projects.
  • Define and manage improvements to ticketing products and systems in accordance with the long-term systems strategy of Marketing, Commercial, Financial, Legal and Business Line organizations; 
  • Document the financial, technical, and operational dimensions of any recommended improvements; and 
  • Ensure effective planning and change management for all relevant stakeholders, primarily customers and conductors, by coordinating with other distribution channels, departments, and customer touch points. 
  • Demonstrated strong business judgment and decision-making skills; ability to identify, prioritize, and articulate highest impact initiatives
  • Drive solutions that increase revenue and customer satisfaction.
  • Support Intermodal reservations and ticketing.
  • Support Service Disruption process.
  • Support fraud investigations and manage information sent to IG Office for investigations. 


  • Define and communicate a strategy for continuing to roll-out and improve Amtrak’s eCommerce products to additional routes, services, ticket types and passenger groups. 
  • Work with Amtrak’s internal business units and external partners to implement Amtrak’s eCommerce strategy in a way which strives to reduce costs while ensuring desired functionality to fulfill Amtrak’s distribution strategy 
  • Develop and maintain short and long term roadmaps for each digital product and distribution channel, identifying key milestones and priorities that must be met to fully implement Amtrak’s strategy 
  • Keep abreast of understand industry developments and identify how they relate to Amtrak ticketing strategies • Foster knowledge cultivation & help build awareness of ticketing within Amtrak 

Business Analysis: 

  • Work with Finance and Operations to identify additional ticketing opportunities 
  • Define reporting needs to monitor ticketing and product performance 
  • Surface new ideas based on ongoing technology adoption, industry and partner research, market/competitive analysis, and performance measures 


Project Management: 

  • Direct accountability and responsibility for ticketing product performance from a distribution perspective 
  • Direct accountability and responsibility for identification of enhancements required to support Amtrak and partner business objectives (including Operations and State Partners) 
  • Manage resources in accordance with the department’s and Amtrak’s priorities • Ensure complete and accurate sizing of projects and implementations 
  • Coordinate all system enhancements and oversee system performance with IT organization 


Staff Management: 

  • Coaches and motivates direct reports and supports skill and career development of staff.


  • Bachelor’s degree in Business or similar area of emphasis. 
  • Demonstrated proven experience managing eCommerce solutions/deployments. 
  • Thorough understanding of reservation and ticketing trends, business practices, and emerging technologies. 
  • Experience writing business cases, performing cost/benefit analysis and determining ROI. 
  • Strong leadership, management, and interpersonal skills. 
  • Proven experience and understanding in: 
    • Planning, including developing both strategic direction to accomplish objectives as well as supporting technology strategies 
    • Sales systems technologies 
    • Documenting and advocating for systems investments in a large organization 
    • Project management 
  • Extensive related work experience with, and a strong functional knowledge of Amtrak’s reservation system. 
  • Demonstrated understanding of travel industry reservation sales, ticketing and distribution strategies. 
  • Ability to communicate effectively on all levels, with a broad spectrum of colleagues, including business analysts in partner/peer groups, design engineers, software developers, executive management teams, key business/technology partners, and other audiences consisting of key stakeholders. 
  • Demonstrated experience in mid-to senior-level management. 
  • Timeliness in meeting deadlines / schedules. 
  • Proven analytical and problem-solving skills. Including our State Partners.
  • Strong leadership, management, and interpersonal skills
  • Proven experience and understanding in:
    • Program Planning to including both strategic direction and business objectives 
    • Project Management - PMP
    • Documented advocacy for customer and organizational transformation in a large organization 
  • A proven track record of program development and innovation. You are able to successfully develop strategy, set objectives, drive design and deliver results.
  • Demonstrated ability to design, build and manage highly complex projects. Ensuring projects are delivered on time and within budget
  • Be comfortable in a technology-centric environment and have plenty of experience in, or in close contact with, technical delivery.
  • Excellent analytic and problem-solving skills.
  • Self-starter with demonstrated strengths managing multiple projects simultaneously and driving them to completion with limited direction.
  • Proven skills at cultivating strong working relationships and driving collaboration across multiple business and technical teams.
  • Proven influencing skills; able to work with various business partners who may have competing goals while maintaining productive relationships.


Master’s Degree, MBA preferred

Must have excellent written and oral communication skills.

Requisition ID:42745
Posting Location(s):District of Columbia; Maryland; Virginia
Job Family/Function:Marketing 
Relocation Offered:Yes 
Travel Requirements:Up to 25% 

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: Marketing || Corporate

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