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Director of Consumer Affairs
Category: Consumer and Passenger Affairs
Director of Consumer Affairs
Overview
The Director of Consumer Affairs & Passenger Experience will establish and manage a
program to handle passenger complaints against rail operators, positioning Rail
Passengers Association as the national “Voice of the Passenger.”
Key Responsibilities
- Build and lead the Consumer Affairs program.
- Receive, review, and categorize passenger complaints.
- Escalate issues to appropriate personnel at Amtrak, Brightline, or commuter rail
- operators.
- Track trends and prepare reports highlighting systemic issues.
Qualifications
- Experience in consumer affairs, complaints handling, or customer service
- preferred.
- Excellent interpersonal and problem-solving skills.
- Strong organizational ability to track cases.
Time Commitment
~10–15 hours per month.
Volunteer Benefits
- High-profile role representing passenger interests.
- Opportunity to influence improvements in rail service.
- Leadership experience in a nationally visible program.
- Professional references and networking opportunities.
Should be a Rail Passengers member or prepared to join Rail Passengers to participate. To
apply, send a resume, clips/links and a cover letter by email to [email protected].
"The National Association of Railroad Passengers has done yeoman work over the years and in fact if it weren’t for NARP, I'd be surprised if Amtrak were still in possession of as a large a network as they have. So they've done good work, they're very good on the factual case."
Robert Gallamore, Director of Transportation Center at Northwestern University and former Federal Railroad Administration official, Director of Transportation Center at Northwestern University
November 17, 2005, on The Leonard Lopate Show (with guest host Chris Bannon), WNYC New York.