Sr Director Customer Care

About the position

The Senior Director of Customer Care at Amtrak is responsible for overseeing customer engagement, relationship management, and sales through the Amtrak Customer Care Center. This role focuses on enhancing customer satisfaction, loyalty, and retention by aligning interactions with brand values. The position requires strategic thinking, leadership, and hands-on execution to drive continuous improvement in customer care operations.

Responsibilities

• Oversee all aspects of customer engagement and relationship management via the Amtrak Customer Care Center.
• Develop strategies to enhance customer satisfaction, loyalty, and retention.
• Execute key initiatives in support of KPIs related to sales effectiveness, cost containment, and customer service objectives.
• Manage the departmental operating budget, business planning, and capital project management.
• Lead the Office of Customer Relations and ensure effective communication with various departments.
• Empower decision-making to support contact center operating goals and financial targets.
• Foster a customer-centric culture through training, coaching, and employee engagement.
• Leverage technology to streamline processes and enhance operational efficiency.
• Lead a culture of continuous improvement by identifying areas for enhancement and experimenting with new ideas.

Requirements

• Bachelor's degree in a related discipline.
• 10 years or more of experience in customer care or related fields.
• Strong written, oral, and interpersonal communication skills.

Nice-to-haves

• Master's degree in a related discipline or MBA.
• Experience managing cross-functional and cross-organizational processes and projects.
• Understanding of contact center systems and technology.
• Ability to develop policy recommendations based on departmental operations and financial data analysis.
• Growth-oriented mindset with experience innovating in a call center environment.

Benefits

• Health insurance coverage
• Dental insurance coverage
• Vision insurance coverage
• Health savings accounts
• Wellness programs
• Flexible spending accounts
• 401K retirement plan with employer match
• Life insurance coverage
• Short and long term disability insurance
• Paid time off
• Adoption assistance
• Surrogacy assistance
• Reimbursement of education expenses
• Public Service Loan Forgiveness eligibility
• Railroad Retirement sickness and retirement benefits
• Rail pass privileges