Product Development Lead, Service Design & Technology- 90297543 - Washington

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 at Amtrak. By 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 Product Development- Service Design & Technology Lead supports the Product Development & Customer Experience (PD&CX) team in improving the onboard, in‑station, and lounge experience for Amtrak customers. The role helps ensure that products and services are both customer‑centered and operationally practical across all service lines. A key responsibility is partnering with the Digital Technology (DT) team to prioritize and implement digital products and enhancements that enable better customer experiences. While digital coordination is an important part of this role, this is not solely a technical role. The Product Development Lead also works closely with their Manager to support the rollout of new products and services- not only digital products- to frontline teams. This includes collaborating with Operational leadership, engaging key Commercial stakeholders, and ensuring cross‑departmental alignment so that new solutions can be implemented smoothly and sustainably. The role also partners closely with the Services & Standards team to ensure that any new product or service is clearly documented, correctly standardized, and effectively communicated to frontline employees. Reporting to the Manager of Onboard and Station Product, the Lead helps translate customer‑experience and service‑design strategies into actionable development work. This includes defining features, prioritizing workstreams, and ensuring that new solutions can be successfully delivered by frontline teams and experienced by customers as intended. Essential Functions Product Lifecycle Management Support the technical development and implementation of existing ancillary products including, but not limited to, pets, bikes, baggage, and lounge access. Communicate updates on progress and challenges to management to ensure alignment with broader product lifecycle. Help monitor product performance and drive continuous improvements based on analytics, customer insights, and operational feedback for the portfolio of products. Future Product Development & Roadmap Alignment Conduct research and benchmarking across similar organizations and industries to identify ancillary product offerings and understand customer relevance. Collaborate with Customer Service, DT, and other stakeholders to ensure seamless product integration into booking channels and onboard delivery. Act as a product owner and key liaison with the relevant DT portfolio team that works on behalf of PDCX, actively defining features, prioritizing backlog items, and translating strategy into actionable work for the development team. Communicate business requirements and ensure products are represented in DT planning and execution. Cross-Functional Leadership & Policy Development Partner with Customer Service, Operations, Commercial and DT to ensure seamless execution of all service delivery aspects. Lead policy and procedure development for product offerings, ensuring clarity and alignment with frontline staff. Drive cross-functional alignment to maximize revenue, improve customer experience, and support frontline execution. Minimum Qualifications Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 6 years of relevant work experience. 4+ years of experience in digital design, agile project management, customer experience, or ancillary revenue development, preferably in transportation, hospitality, or travel industries. Experience collaborating with digital technology teams and acting as a business lead for technology initiatives. Strong analytical skills with the ability to leverage data and customer insights to articulate and represent business user needs to DT. Excellent communication and stakeholder management skills with experience working across multiple departments. Preferred Qualifications Bachelor’s Degree or equivalent combination of education, training and/or relevant experience. Plus 8 years of relevant work experience. Bachelor’s d...