Asst Superintendent Customer Service; Stations Chicago

Asst Superintendent Customer Service (Stations) - Chicago

Date:
Sep 4, 2026

Location:

Chicago, IL, US, 60606 Company:
Amtrak 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  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.

Job Summary The Assistant Superintendent of Customer Service provides leadership and oversight of District Managers, Station Managers, and station operations across an assigned territory. This role translates corporate and divisional strategy into operational execution and ensures consistent service delivery, labor compliance, financial discipline, and safety performance. In this role, the Assistant Superintendent champions a hospitality-focused culture that prioritizes exceptional customer experiences and will assume responsibilities of the Superintendent in their absence.

Essential Functions Manage station staffing and daily operations to meet performance goals for labor, overtime, CSI, safety, revenue, and service delivery. Ensure District Managers and Station Managers meet corporate standards and consistently execute operational, customer service, safety, and compliance procedures. Develop and oversee passenger handling, entraining, and detraining processes to support on-time performance and customer satisfaction. Lead, coach, and develop Managers and staff, including oversight of hiring, training, performance management, and compliance with labor agreements.

Manage relationships with internal departments, host railroads, government agencies, commuter partners, vendors, and commercial entities to support operational and financial goals. Monitor district KPIs, communicate performance updates to leadership, support the execution of safety plans, and serve as Acting Superintendent when required. Develop relationships with interdepartmental Leadership

Minimum Qualifications Bachelor's Degree or equivalent combination of education, training and/or relevant experience. Plus 7 years of relevant work experience. Demonstrated experience leading through multiple levels of management, including direct oversight of managers who supervise large teams. Unionized workforce leadership experience is strongly preferred. Experience managing large-scale customer service operations, with responsibility for employee performance, service standards, and customer satisfaction. Experience leading and managing others with different levels of expertise, exhibiting innovative leadership and management skills.

Experience managing and implementing a departmental operating budget. Leadership skills.

Preferred Qualifications Bachelor's Degree or equivalent combination of education, training and/or relevant experience. Plus 9 years of relevant work experience. Demonstrated experience leading through multiple levels of management, including direct oversight of managers who supervise large teams. Unionized workforce leadership experience is strongly preferred. Experience with station operations, building maintenance, service delivery, and passenger handling. Possess a working knowledge of applicable federal, state and local regulations and applicable Amtrak labor agreements pertaining to station employees and operations.

Knowledge of safety programs. Ability to monitor employee performance. Ability to create reports to illustrate job performance. Knowledge, Skills, and Abilities Possesses strong decision-making, problem-solving, and communication skills Demonstrates leadership and management abilities, motivating others and resolving conflicts effectively Manages multiple priorities and makes effective decisions in a fast-paced environment Maintains confidentiality at a high level Effectively manages time to provide prompt and accurate responses to customers Proficient in PC-based spreadsheet software (Microsoft Excel, Access), as well as Microsoft Word, PowerPoint, and WMS

The salary for the Assistant Superintendent Customer Service role is $125,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. Depending on an employee's assigned worksite or location, Amtrak may consider a geo-pay…