Posted: Tuesday, March 14, 2017 7:14 PM
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?
SUMMARY OF DUTIES
The Sr. Manager On:board Service is directly responsible for all On:board Services within a designated location including customer satisfaction, safety, financial and overall business development department goals. The Sr. Manager is fully responsible for ensuring a superior level of service for our passengers on assigned trains by overseeing all field operations.
The Sr. Manager will be responsible 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
- Financial and Organizational Excellence
Responsibilities include day:to:day management of all On:board services on designated routes, including leadership, business 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 including increased revenues and ridership, reduction in costs, and efficiency improvements
- Customer Service delivery of on:board service personnel
- Environmental, safety and rules compliance
- Administration and business performance
The Sr. Manager will collaborate with multiple departments and other functional and technical groups within the company to ensure compliance with standards and policies established by Amtrak and regulatory authorities. Such relationships include, but are not limited to, teams responsible for fleet performance, marketing and revenue management, food and beverage services, human resources, finance, technology, etc.
Effectively contributes to a safe and secure work environment for employees and travel experience for customers. Demonstrates necessary leadership to support a zero incident and injury culture within the Operations organization and Amtrak. Measures include:
- eCSI, PSI, and Employee Satisfaction and Retention
- Safety Performance (e.g., FRA reportable injury rate, passenger injury rate, operating safety measures)
- Security metric for employees and customers
Provides On:board service oversight, develops and manages budget, controls OBS expenditures, and enforces route standards to improve financial performance through metrics including:
- Route net financial performance (e.g., cost recovery )
- Route financial metrics (e.g., RASM, CASM)
Oversees customer service delivery by on:board services employees, and closely collaborates with those directly responsible for oversight of operating employees, resulting in high levels of customer satisfaction and increased customer retention, measured in areas that include:
- Customer satisfaction scores (eCSI)
- Customer feedback and trends, including on:train surveys
- On:time performance and controllable delays
Leads and develops talent through effective performance management and talent evaluation to satisfy performance goals. Builds team reflecting Amtrak's diversity initiatives. Invests in the growth and development of direct reports and other identified talent in their organization. Metrics include:
Collaborates with the Mechanical forces to ensure the make:up and cleaning of passenger cars comply with all relevant standards in order to provide clean and serviceable equipment to the route that meets or exceeds
• Location: Miami
• Post ID: 47705282 miami