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:
As the Sr Manager Service & Standards, you’ll drive a fundamental shift in how our frontline teams access and understand critical policies, directly impacting their ability to perform at their best. This strategic role advocates for empowering employees with the clearest possible information and the most intuitive tools. Leading a dedicated team of operational SME’s from on-board services and a Technical Publication expert, you’ll be responsible for transforming complex procedures into easily digestible, actionable policies. You’ll own the entire lifecycle of all frontline employee-facing policy and procedure manuals, from creation to compliance tracking, championing modern solutions such as Comply365. This position requires deep engagement with Operational Frontline Leadership – through the Director, Senior Director, and VP level, and close collaboration with our centralized training department, to ensure seamless policy integration and adoption.
ESSENTIAL FUNCTIONS:
• Strategic Policy Development: Lead the transformation of complex operational processes into clear, concise, and actionable policies that empower frontline teams to perform at their best.
• Policy Governance & Ownership: Hold end-to-end accountability for the integrity, accuracy, and accessibility of all frontline employee-facing policy and procedure manuals.
• Technology & Tool Adoption: Drive the adoption and implementation of cutting edge policy management solutions (e.g., Comply365) to streamline policy storage, distribution, and compliance tracking.
• Frontline Enablement: Champion initiatives to equip frontline staff with optimal personal electronic tools and intuitive platforms, ensuring seamless access to critical policies and real time updates.
• Training Program Integration: Partner closely with the centralized training department to ensure all current policies are accurately translated into effective frontline training programs, both for new employee onboarding and for recurrent training initiatives.
• Governance Structure: Lead governance collaboration for all operational areas of oversight.
• Operational Insights & Oversight: Maintain a deep and current understanding of frontline operating environments, identifying key challenges and future objectives to proactively inform policy development and refinement.
• Team Leadership & Mentorship: Lead, mentor, and develop a high-performing team of operational Subject Matter Experts (SME’s) and Technical Publication specialists, fostering a culture of excellence and continuous improvement.
• Compliance & Performance Monitoring: Establish key metrics and mechanisms to monitor policy compliance, assess the effectiveness of policy changes, and drive continuous improvement based on performance data.
• Best Practice Advocacy: Act as a central advocate for operational best practices, driving consistent application of standards and methodologies across relevant functions to enhance efficiency and service quality.
MINIMUM QUALIFICATIONS:
• Bachelor’s degree required or equivalent combination of training, education and relevant experience may be considered in lieu of a degree.
• 9 years of experience in a leadership or management role, leading teams responsible for documentation, standards, or operational support.
MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:
• Team Leadership & Development: Proven ability to lead, mentor, and develop a high-performing team.
• Exceptional Communication: Superior written and verbal communication skills, with proven ability to translate complex information into clear, concise, and actionable policies for diverse audiences, particularly frontline staff.
• Strategic Thinking & Problem Solving: Ability to analyze operational challenges, identify root causes, and develop strategic solutions that enhance efficiency and compliance.
• Process Improvement & Operational Excellence: Strong understanding and practical application of process improvement methodologies (e.g., Lean, Six Sigma principles) to optimize workflows and policy adherence.
• Stakeholder Management: Excellent interpersonal skills with the ability to build strong relationships and influence stakeholders at all levels, from frontline employees to senior leadership (Director, Senior Director, VP).
• Technology Acumen: Proficiency in utilizing and advocating for policy management systems and tools (e.g., Comply365 or similar Document Management Systems / Learning Management Systems).
• Project Management: Solid project management skills, capable of managing multiple initiatives from conception through implementation.
• Collaboration: Demonstrated ability to work collaboratively with cross-functional teams, especially centralized training departments, to ensure policy integration into learning programs.
PREFERRED QUALIFICATIONS:
• Master’s degree in related field
• Direct experience with Comply365 or similar advanced policy and content management platforms.
• Experience in hospitality sector / Customer facing railroad operations.
WORK ENVIRONMENT:
• Hybrid environment, with 4 days in office, 1 day remote.
• Travel within the operation or to visit other office locations or vendors about 25% of the time.
PAY TRANSPARENCY:
The salary/hourly range is $135,000-$176,040, 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:165260
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.
Candidates who test positive for marijuana will be disqualified, regardless of any state or local statute, ordinance, regulation, or other law that legalizes or decriminalizes the use or possession of marijuana, whether for medical, recreational, or other use. Amtrak's pre-employment drug testing program is administered in accordance with DOT regulations and applicable law.
In accordance with DOT regulations (49 CFR § 40.25), Amtrak is required to obtain prior drug and alcohol testing records for applicants/employees intending to perform safety-sensitive duties for covered Department of Transportation positions. If an applicant/employee refuses to provide written consent for Amtrak to obtain these records, the individual will not be permitted to perform safety-sensitive functions.
In accordance with federal law governing security checks of covered individuals for providers of public transportation (Title 6 U.S.C. §1143), Amtrak is required to screen applicants for any permanent or interim disqualifying criminal offenses.
Note that any education requirement listed above may be deemed satisfied if you have an equivalent combination of education, training and experience.
Amtrak is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race/color, to include traits historically associated with race, including but not limited to, hair texture and hairstyles such as braids, locks and twists, religion, sex (including pregnancy, childbirth and related conditions, such as lactation), national origin/ethnicity, age, disability (intellectual, mental and physical), v
