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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].
"It is an honor to be recognized by the Rail Passengers Association for my efforts to strengthen and expand America’s passenger rail. Golden spikes were once used by railroads to mark the completion of important rail projects, so I am truly grateful to receive the Golden Spike Award as a way to mark the end of a career that I’ve spent fighting to invest in our country’s rail system. As Chair of the Transportation and Infrastructure Committee, it has been my priority to bolster funding for Amtrak, increase and expand routes, look to the future by supporting high-speed projects, and improve safety, culminating in $66 billion in new funding in the Bipartisan infrastructure Law."
Representative Peter DeFazio (OR-04)
March 30, 2022, on receiving the Association's Golden Spike Award for his years of dedication and commitment to passenger rail.