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].