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.
SUMMARY OF DUTIES:
The Manager of Metrics, Programs and Quality is a critical leadership role responsible for defining, tracking, and driving performance excellence across our frontline operational teams. This role leads a small, high-impact team, to develop and implement robust metric (KPI) frameworks for roles such as Lead Service Attendants, En-Route Cleaners, Room Attendants, Onboard Chefs, and Conductors. Collaborating closely with operational leadership and leveraging customer feedback, this Manager will establish real-time data tracking, create intuitive dashboard for individual employees and leadership, and facilitate a dynamic rewards and recognition program to celebrate and incentivize exceptional performance. Furthermore, this role will develop and own a real-time feedback system, enabling frontline employees to easily report operational failures, such as broken equipment or missing supplies, and ensure this valuable feedback is channeled back to relevant Center of Excellence Subject Matter Experts (SME) and operations team for decisive action. This position is instrumental in fostering a data-driven culture and ensuring continuous quality improvement.
ESSENTIAL FUNCTIONS:
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-Metric Strategy & Design: Lead the strategic design, development, and implementation of comprehensive, measurable, and actionable Key Performance Indicators (KPI’s) for all designated frontline roles.
-Collaborative KPI Definition: Facilitate collaborative sessions with frontline leadership and Customer Insight team to align operational realities with Customer insight to define, refine, and gain consensus on relevant and impactful performance metrics.
-Performance Data Infrastructure: Oversee the design, development, and ongoing maintenance of a robust, real time database for efficient collection, storage, and analysis of frontline operational performance metrics.
-Dashboard Creation & Management: Design, Develop, and manage a user-friendly performance dashboard, ensuring individual frontline employees have easy access to their personal data. Further develop dashboards for frontline leadership to aggregate team level insights to these metrics.
-Frontline Feedback System Ownership: Develop, implement, and own a user-friendly, real-time system that enables all frontline employees to easily submit feedback on operational failures they encounter, such as broken equipment or missing supplies.
-Performance & Feedback Analysis and Actioning: Conduct in-depth analysis of metric data and frontline feedback to identify performance trends, highlight opportunities for improvement, and pinpoint root causes. Collaborate closely with Center of Excellence Subject Matter Expert (SME) teams and relevant Operations teams to ensure reported feedback is effectively actioned and improvements are implemented by relevant parties.
-Rewards & Recognition Program Management: Design, implement, and continuously manage a dynamic reward and recognition program that effectively incentivizes and celebrates frontline employees for consistently exceeding KPI targets.
-Quality Assurance Integration: Embed quality assurance principles into metric development and the feedback system, ensuring KPI’s accurately reflect service quality and customer experience, and that reported failures inform improvements.
-Team Leadership & Development: Lead, mentor, and manage a team, providing strategic guidance, fostering professional growth and ensuring high team performance.
-Cross-Functional Partnership: Collaborate effectively with the Senior Manager, Center of Excellence, other department leads, and relevant IT/Operations teams to ensure metric and feedback programs align with broader operational excellence initiatives and strategic objectives.
-Continuous Metric & System Improvement: Regularly review and update metric frameworks, reporting methodologies, dashboard functionalities, and frontline feedback system to ensure their ongoing relevance, accuracy, and impact on business outcomes.
MINIMUM QUALIFICATIONS:
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-Bachelor’s degree in Business Administration, Data Analytics, Operations Management, Industrial Engineering, or a related quantitative field, OR equivalent combination of education and experience
-7+ years of progressive experience in data analysis, performance management, operational quality, or business intelligence roles.
-3+ years of experience in a leadership or management capacity
-Proven track record in successfully developing, implementing, and managing large-scale metric and performance tracking programs.
-Experience with system development or implementation for data collection or feedback mechanisms.
MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:
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-Data Analytics & Visualization Expertise: Expert proficiency in data analysis, statistical methods, and advanced data visualization tools (e.g., Tableau, Power BI, Qlik, Sense, SQL).
-KPI & Performance Management: Deep understanding of KPI methodologies, goal setting frameworks, and performance management best practices.
-System Development / Ownership: Strong knowledge of system design principles and experience with implementing or owning platforms for real-time data collection and user feedback.
-Leadership & Management: Proven ability to lead, mentor, and manager direct reports, rostering a high-performing, results oriented team.
-Exceptional Communication: Superior verbal and written communication skills, with the ability to translate complex data into clear, actionable insights for diverse audiences, from frontline staff to senior executives.
-Program & Project Management: Strong Organizational and project management skills to oversee the development and implementation of comprehensive metric, quality, and feedback programs.
-Customer & Employee Focus: Demonstrated ability to translate customer and employee feedback into measurable quality indicators, performance targets, and actionable improvements.
-Rewards & Recognition Program Design: Experience in designing, implementing, and managing impactful employee reward and recognition programs.
PREFERRED QUALIFICATIONS:
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-Experience in the transportation, hospitality, or service industries with large, geographically dispersed frontline workforces.
-Direct experience with specific BI tools, data warehousing platforms
WORK ENVIRONMENT:
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-Hybrid work environment, with 4 days in office, and 1 day remote work on a weekly basis.
-Occasional travel (10 to 20% of time)
COMMUNICATIONS AND INTERPERSONAL SKILLS:
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-Must have excellent oral and written communication skills.
The salary/hourly range is $113,200.00 - 146,664.00. 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 long term disability insurance; paid time off; back-up care; adoption assistance; surrogacy assistance; reimbursement of education expenses; Public Service Loan Forgiveness eligibility; Railroad Retirement sickness and retirement benefits; and rail pass privileges. Learn more about our benefits offerings here..
Requisition ID:165258
Work Arrangement:06-Onsite 4/5 Days Click here for more information about work arrangements at Amtrak.
Relocation Offered:No
Travel Requirements:Up to 25%
You power our progress through your performance.
We want your work at Amtrak to be more than a job. We want your career at Amtrak to be a fulfilling experience where you find challenging work, rewarding opportunities, respect among colleagues, and attractive compensation. Amtrak maintains a culture that values high performance and recognizes individual employee contributions.
Amtrak is committed to a safe workplace free of drugs and alcohol. All Amtrak positions requires a pre-employment background check that includes prior employment verification, a criminal history check and a pre-employment drug screen.
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