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Sr Product Dev & Customer Experience Mgr - 90257639 - Washington

Date: Nov 2, 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 Senior Manager of Product Development & Customer Experience (PD&CX) is responsible for assisting to lead PD&CX efforts, including developing and executing the PD&CX strategic plan in alignment with Amtrak’s corporate strategy as well as all of the PD&CX components. This position works under the direction of the Director of Product Development & Customer Experience. 


The Senior Manager is responsible for assisting translating strategies into actionable plans to support business needs. 


  • Facilitating the creation of the PD&CX strategy, based on the vision, direction, and priorities provided by the VP and the Director.
  • Partnering with PD&CX senior leaders to identify key strategic business objectives and priorities.
  • Aligning PD&CX leadership objectives to the PD&CX strategy, assisting in defining metrics, and communicating change management plans
  • Conducting business working sessions to capture required PD&CX services / needs
  • Translating strategies into actionable rolling plans to support business needs
  • Aligning PD&CX initiatives to the strategic map and balanced scorecards
  • Building relationships and fostering cooperation and trust among a diverse group of  department managers and staff 
  • Collaborating with the PD&CX leadership team to identify new PD&CX products and services that are streamlined and aligned to Amtrak’s commercial, marketing and branding efforts. 
  • Anticipating customer demands for new PD&CX products and services; understanding the business strategy’s impact on the team and helping to define the PD&CX services to create/ deliver
  • Identifying how PD&CX services will be delivered to the customer and manage key vendor relationships at a strategic level
  • Determining what channels customers interact with for the Amtrak brand 
  • Partnering with the Finance team(s) to determine funding, as applicable
  • Performing PD&CX strategy refreshes
  • Creating transformation roadmaps
  • Gathering and analyzing industry and external information such as trends, initiatives, and future forecasts to make recommendations on future strategic directions
  • Ensuring Amtrak corporate strategy is cascaded appropriately within PD&CX
  • Training and mentoring PD&CX population on strategy, methodologies and process


  • Bachelor’s degree in related technical/business areas or equivalent work experience
  • Requires at least 11 years of business or strategic planning experience demonstrating progressive career growth and pattern of exceptional performance.
  • Demonstrated ability to perform all essential functions, (see above)
  • Strong knowledge of strategic transformations 
  • Proven experience in product lifecycle and acquisition, including writing statement of work, disposal plans, schedules, and cost estimate.
  • Must understand procurement processes, data analytics, and ROI calculations.
  • Experience managing and delivering multiple complex projects simultaneously
  • Project management skills, including a demonstrated ability to lead multi-functional project teams to drive concrete results and actions
  • Demonstrated experience simultaneously managing multiple projects and/or programs using appropriate administrative tools and controls. 
  • Demonstrated familiarity with Microsoft Office Suite (i.e. Excel, Word and PowerPoint).Proven experience working with senior leadership on defining and delivering on a strategic roadmap
  • Possess a proven track record for being detail-oriented with a demonstrated ability to motivate and follow-through on projects
  • Strong organizational skills
  • Significant expertise with strategy frameworks and methodologies
  • Must have excellent relationship development and management skills with both internal and external business partners; ability to say no with defensible business rationale
  • Analytical mindset and familiarity with financial principles


  • Experience working with RRWD
  • Experience in the transportation, Product Development, Marketing or Business Development industry
  • Experience working in a highly technical and mechanical environment
  • Master’s degree or equivalent
  • Prefer 10+ years of business strategy
  • Experience in developing training, communication, and change management plans

Must have excellent written and oral communication skills.

Requisition ID:41718
Posting Location(s):District of Columbia; Maryland; Virginia
Job Family/Function:Marketing 
Relocation Offered:No 
Travel Requirements:None 

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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