Senior Manager - Continuous Customer Improvement
Welcome to Amtrak, where we are committed to providing safe, reliable, and efficient transportation services to our customers. We are currently seeking a highly skilled and experienced Senior Manager of Continuous Customer Improvement to join our team. In this role, you will have the opportunity to lead and develop strategies to enhance the overall customer experience and ensure continuous improvement. This is a critical role in our organization, and we are looking for a passionate individual who shares our commitment to putting our customers first. If you have a strong background in customer service, exceptional leadership skills, and a proven track record of driving continuous improvement, we invite you to apply for this exciting opportunity.
- Lead and develop strategies to enhance the overall customer experience for Amtrak's transportation services.
- Develop and implement initiatives to ensure continuous improvement of customer satisfaction.
- Act as a key liaison between Amtrak and its customers, gathering feedback and insights to inform improvement efforts.
- Collaborate with cross-functional teams to identify areas for improvement and develop action plans.
- Utilize data and analytics to track and measure the success of improvement efforts.
- Train and mentor team members on customer service best practices and continuous improvement techniques.
- Stay up-to-date on industry trends and customer expectations to inform improvement strategies.
- Identify and resolve any customer service issues or complaints in a timely and effective manner.
- Develop and manage budgets for customer improvement initiatives.
- Communicate with senior leadership on progress and results of customer improvement efforts.
- Ensure compliance with company policies and procedures related to customer service and continuous improvement.
- Foster a culture of customer-centricity and continuous improvement within the organization.
- Represent Amtrak at industry events and conferences related to customer service and continuous improvement.
- Provide regular reports and updates on customer satisfaction and improvement efforts to senior management.
- Continuously evaluate and adjust improvement strategies to meet changing customer needs and expectations.
Extensive Experience In Customer Service: The Ideal Candidate Should Have A Minimum Of 7-10 Years Of Experience In Customer Service, Preferably In The Transportation Industry. This Should Include A Proven Track Record Of Implementing Successful Customer Improvement Initiatives.
Strong Leadership Skills: The Candidate Should Have Experience In Leading And Managing A Team, With The Ability To Motivate And Inspire Others To Achieve Goals. They Should Also Have Excellent Communication And Interpersonal Skills To Effectively Collaborate With Cross-Functional Teams.
Strategic Thinking And Problem-Solving Abilities: As A Senior Manager, The Candidate Should Have A Strategic Mindset And The Ability To Analyze Complex Data To Identify Customer Pain Points And Develop Effective Solutions. They Should Also Have A Strong Track Record Of Implementing Successful Improvement Strategies.
Project Management Skills: The Candidate Should Have Experience In Managing Large-Scale Projects And Initiatives, With A Strong Understanding Of Project Management Methodologies. They Should Be Able To Effectively Plan, Execute And Monitor Projects To Ensure Timely And Successful Completion.
Knowledge Of Industry Trends And Best Practices: The Ideal Candidate Should Have A Deep Understanding Of The Transportation Industry And Keep Up-To-Date With The Latest Customer Service Trends And Best Practices. They Should Be Able To Leverage This Knowledge To Continuously Improve Amtrak's Customer Service Offerings.
Change Management
Process Improvement
Strategic Planning
Communication Skills
Project Management
Data Analysis
customer service
Relationship Management
Team Leadership
Training and Development
Problem-Solving
Performance
Communication
Emotional Intelligence
Leadership
Time management
Interpersonal Skills
Organization
Critical thinking
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Senior Manager - Continuous Customer Improvement in Washington, DC, USA is $116,000 - $181,000 per year. This range may vary depending on the specific company, industry, and level of experience of the individual. Factors such as additional bonuses, benefits, and stock options may also impact the overall salary for this position.
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The National Railroad Passenger Corporation, doing business as Amtrak, is a passenger railroad service that provides medium- and long-distance intercity service in the contiguous United States and to nine Canadian cities.
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