Director of Technology, Customer Engagement Platforms - Washington DC, Philadelphia

Director of Technology, Customer Engagement Platforms - Washington DC, Philadelphia

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 Director of Technology, Customer Engagement Platforms is essential to lead the end-of-life (EOL) transition and PCI in-scope platform overhaul while enabling the organization's commercial and marketing ambitions. This role will drive the modernization of customer engagement capabilities, ensuring platforms are secure, compliant, and scalable to support seamless omnichannel experiences. By aligning technology with business goals, the Director will enhance personalization, improve data-driven decision-making, and accelerate campaign effectiveness—ultimately delivering a robust, future-ready ecosystem that supports revenue growth and strengthens customer relationships.

Manage the associated budget and ensure optimal investment alignment with company priorities. Responsible for initiating, constructing, and maintaining applications. Accountable to both Business and Technology leadership. Maintain documentation and manage teams to facilitate effective communication among team members, business partners, and customers, ensuring value-driven outcomes. Open to DC & PHL remote open to travel to both HQ locations to host key stakeholder meetings.

Essential Functions The Director of Digital Technology (DT) Delivery for Customer Engagement Platforms is a senior technology leader responsible for the end-to-end delivery of passenger engagement and communications platforms that support the full customer lifecycle across passenger rail—pre-trip inspiration and planning, travel-day communications, loyalty engagement, and post-journey retention. Oversee multiple development and delivery teams building and operating highly available, real-time, and data-driven engagement platforms, including customer identity, personalization, loyalty, and marketing technology (Mar Tech) solutions.

The leader partners closely with Commercial, Marketing, Customer Experience, Product, and Enterprise Architecture stakeholders to drive the engagement technology roadmap, ensure predictable delivery, and improve passenger acquisition, satisfaction, and lifetime value. This is a hands-on leadership role that combines delivery rigor, strong technical depth, and strategic thinking within a 24x7, operationally sensitive passenger rail environment. Manage end-to-end project delivery and stakeholder management for critical functional domains in Sales & Marketing, Train operations, and Corporate systems.

Develop and own service offering definition and design, ensuring adoption within the IT service catalog. Implement Cloud First, Mobile First, and Data Driven approach across Amtrak IT systems and services. Lead development and deployment of applications in Cloud-based Platforms such as AWS, Azure, Salesforce, and Mule Soft. Oversee service offerings, budgets, delivery teams, programs, and operations, ensuring alignment with customer expectations and organizational goals.

Minimum Qualifications Bachelor's Degree or equivalent combination of education, training and/or relevant experience. Plus 11 years of relevant work experience with strong leadership, Agile deliver, Mar…