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Mgr Ops Compliance - 90366375 - Wilmington

at Amtrak in Wilmington, Delaware, United States

Job Description

Your success is a train ride away!
As we move America's workforce toward the future, Amtrak connects businesses and communities across the country. 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 due to our employees.

Are you ready to join our team?
Our values of 'Do the Right Thing, Excel Together and Put Customers First' are at the heart of what matters most to us, and our Core Capabilities, 'Building Trust, Accountability, Effective Communication, Customer Focus, and Proactive Safety & Security' are what every employee needs to know and do to be most impactful at Amtrak. By living the Amtrak values, focusing on our capabilities, and actively embracing and fostering diverse ideas, backgrounds, and perspectives, together we will honor our past and make Amtrak a company of the future.

THIS POSITION CAN BE LOCATED IN Chicago, IL, Wilmington, DE, or Los Angeles, CA

SUMMARY OF DUTIES:

This job will be responsible for the Customer Service Compliance Audit function for System Delivery and Operations Department. This position provides data analytics and real time audits for all Customer service for Amtrak network systemwide. Provides monthly reports, manages a team of four auditors, provides training and guidance for Amtrak front line employees for service standards on board services and station services. This is a 24hr position with the responsibility and Amtrak employees are providing excellent world class service to our passengers.


ESSENTIAL FUNCTIONS:

Providing the following Audits:
On Board Service
Station Service
Bus Audits
Hotel Audits
Ad Hoc Audits
Leads a team of Customer Service Compliance Officers
Provides monthly reports for Senior Level Leadership
Annually review and update Amtrak Service Standards and Policies as needed
Track findings from all sources including Lead Compliance officers, Managers and OIG.

MINIMUM QUALIFICATIONS:
Bachelor's Degree in business administration or equivalent transportation experience or an equivalent combination of work experience, training, and education in lieu of a degree
Minimum 7years relevant experience inpassenger service, transportation industry andcustomer service
Must provide strong leadership skills with the ability to visualize plan negotiate and implement change
Must possess strong interpersonal communication skills with good listening and speaking skills with a strong respect for others
Demonstrated skills using excel, word PowerPoint and other analytic software
Ability to multitask effectively and patiently while remaining flexible in an ever changing fast paced environment
Practitioner of diversity in the workplace
Ability to collect, organize and analyze qualitative and quantitative data.

PREFERRED QUALIFICATIONS:
External or internal audit experience in the Transportation industry or customer facing industry
10 plus years of experience inpassenger service, transportation industry andcustomer service
Familiarity with Safety Culture and iAuditor
Knowledge of Amtrak Service Standards and rules and regulations for On Board and Stations


WORK ENVIRONMENT:
Hybrid Work schedule minimum of three (3) days a week on site when not traveling. Will be required to be on site formeetings,training and other specific duties.
Frequently uses a computer keyboard and monitor to perform a variety of tasks.
Frequently acquires new knowledge, skills, and task both complex and simple in order to maintain effectiveness


COMMUNICATIONS AND INTERPERSONAL SKILLS:
Must have excellent oral and written communication skills.


The salary/hourly range is$113,200 - $146,664 for the Mgr Ops Compliance,Pay is based on several factors including but not limited to education, work experience, certifications,internal equity,etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay differential to be applied to the employee's base salary. Amtrak may offer additional incentive and pay programs to recognize and reward our employees, including a short-term incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or long-term incentive plan compensation. In addition to your salary, Amtrak offers a comprehensive benefit package that includes health, dental, and vision plans; health savings accounts; wellness programs; flexible spending accounts; 401K retirement plan with employer match; life insurance; short and... For full info follow application link.

Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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Job Posting: 1270830

Posted On: May 19, 2024

Updated On: May 23, 2024

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