Mgr Ops Compliance - Wilmington, United States - Amtrak

Amtrak

Verified Company

Wilmington, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

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 7 years relevant experience in passenger service, transportation industry and customer 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 in passenger service, transportation industry and customer 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 for meetings, 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 geopay 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 shortterm incentive bonus based upon factors such as individual and company performance that is commensurate with the level of the position and/or longterm 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 long term disability insurance; paid time off; backup care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and