Station Mgr II

SUMMARY OF DUTIES:
The position will manage and directs all passenger and train-related activities involving station operations, ensuring an efficient passenger-focused and well-organized operation in compliance with Amtrak and regulatory policies and procedures. Manage employees involved in providing service to passengers that may include boarding of trains, red cap, checked baggage, ticketing, dissemination of passenger information including operation of passenger information systems, assist passengers requiring assistance, cleaning and maintenance of station facilities. Ensure safe and efficient station operations, optimizing employee contribution, passenger service and on- time performance, while providing appropriate levels of leadership in all areas. This position will also be responsible for responding to and addressing customer needs and issues both in a face-to-face interaction as well as formal correspondences. Support and provide efficient management and oversight for stations related to budgets, staffing, payroll, a variety of support services, such as uniforms, etc., that maximize the provision of passengers and achieve financial and service delivery goals.

ESSENTIAL FUNCTIONS:

• Oversee and direct station service operations conducted through an assigned area of the division to provide the highest level of passenger satisfaction and   achieve optimum customer satisfaction.
• Manage and monitor processes related to passenger interaction and entraining/detraining to ensure safe and satisfied passengers and employees and achieve on-time performance standard levels.
• Encourage and enforce staff compliance with corporate policies and procedures relative to customer service and recovery, accounting procedures, safety, security and environmental protection requirements, as well as uniform and grooming standards.
• Adhere to headcount standards, training, measuring and improving performance, counseling and appropriately discipline and reward station service employees in compliance with corporate standards and labor agreements.
• Serve as a liaison with Customer Service, Mechanical, Material Control and other departments, as necessary and where appropriate to coordinate and resolve service issues, including train delays, equipment and mechanical issues and service disruptions to assure passenger accommodation and crew availability.
• Where applicable, manage and monitor state-related contracts, engineering department and facility management entities.
• Where applicable, manage and direct facility maintenance, coordinating with Engineering department and facility management entities.
• Handling of service disruptions and recovery efforts (dealing with angry customers, making re-accommodations for hotels, buses, special needs, unaccompanied   minors) which requires ability to work calmly under high pressure conditions.
• Manage and oversee station employees and/or station service remittance   audits to ensure compliance with policies and procedures and to protect revenue.
• Promote and encourage productive and professional relationships with local and state agencies, railroad personnel, commuter agencies (if applicable) and labor organizations and external contractors and vendors to support corporate goals for financial support and service delivery.
• Responsible for the implementation of the department’s safety plans, with specific goals and objectives to reduce injuries.
• Ensure compliance of Amtrak, local, state and federal mandates policies and procedures

MINIMUM QUALIFICATIONS:

• Bachelor’s Degree required OR equivalent combination of training, education and relevant experience may be considered in lieu of a degree.
• Prior customer service experience and proven leadership skills
• Extensive computer skills with knowledge of spreadsheets, data base, presentations and word processing software related to field.
• Ability to communicate both orally and written to work effectively with various agencies, departments and individuals throughout the organization with both internal and external customers.
• Must possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak labor agreements pertaining to station employees and operations. 
• Significant experience administering contracts with freight, commuter, or private entities relating to station operations, where applicable.
• Demonstrated ability to manage a departmental operating budget.

PREFERRED QUALIFICATIONS:

• 3 years of relevant experience required (stations experience, customer service, leadership & supervisory, management, etc.)
• Bachelor’s Degree in Business Administration, Transportation or a related field.
• Significant management experience with passenger handling and service delivery.
• Significant management experience with station operations.
• Significant experience leading and managing others with varying levels of expertise, exhibiting innovative leadership ad management skills.
• Prior experience managing union employees (TCU contract a plus)

COMMUNICATIONS AND INTERPERSONAL SKILLS:

• Must have excellent oral and written communication skills.

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