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Director of Services and Standards : 90377728 : Washington (Hybrid)
Location:
Washington, DC
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 and 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. Work Arrangement: Hybrid based out of any of the following locations: Wilmington, DC, NYC, Philadelphia, Boston SUMMARY OF DUTIES: The Director of Services and Standards leads a team that researches, defines, validates, documents, and communicates service standards and policies across Amtrak's network, with the goal of providing managers and frontline employees clear service guidelines and expectations related to delivering consistent high level of service to our customers while onboard trains and in stations. This role partners with Product Development and Operations (Customer Service, Transportation and Continuous Improvement) to further Amtrak's development of a hospitality focused culture. The Director plays a critical role by providing Operations service standards and policy manuals, service guides for all products, training content, and assistance in customizing performance metrics and engagement tools. Provide support and guidance to frontline staff and operations teams to ensure consistent adherence to service standards and policies. Identify key station and crew CSI analytics and performance management tools to drive improvements in CSI and deliver a consistent high level of service in stations and onboard. The position provides station and on:board business owner perspective for corporate level initiatives and working groups. Serves as a subject matter expert and point of contact / liaison with internal departments and stakeholders regarding stations and onboard operations and policies. Leads technology requirements development for various customer/employee systems, manages the employee uniform program and provides station support equipment. ESSENTIAL FUNCTIONS: Station and Onboard Service Standards and Policies : Directs and communicates system wide station and on:board standards and policies. Responsible for researching, writing, editing, and maintenance of the Station Procedures Manual that guide Amtrak station Reservation, Ticketing, Customer Service and Station Policies. : Develops and maintains Crew Base Manual, Service Standards Manual for Train Service and Onboard employees, and service/job specific user guides. Responsible for the management of revisions, publishing, communication, and distribution of these documents to the All Aboard intranet, Amtrak, Comply 365, and eMD devices. : Serve as the point of contact / liaison with many internal departments regarding stations and system operations and regulations. Provides policy and performance support to Amtrak DT and I, Finance, Government Affairs, Service Lines, State Partners, Legal, ADA Accessibility Team for station and onboard policy and performance issues. Service Design and Development: : Collaborate with cross:functional teams to design, develop, and refine service delivery standards and guidelines focused on customer hospitality. : Creates comprehensive service delivery guides that a
Posted:
May 16 on Tip Top Job
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More About this Listing: Director of Services and Standards : 90377728 : Washington (Hybrid)
Director of Services and Standards : 90377728 : Washington (Hybrid) is a Executive Director Job located in Washington DC. Find other listings like Director of Services and Standards : 90377728 : Washington (Hybrid) by searching Oodle for Executive Director Jobs.
Director of Services and Standards : 90377728 : Washington (Hybrid) is a Executive Director Job located in Washington DC. Find other listings like Director of Services and Standards : 90377728 : Washington (Hybrid) by searching Oodle for Executive Director Jobs.