Director, Customer Service

New York Racing Association•New York, NY

49d•$126,000 - $189,000•Hybrid

About The Position

The Director, Customer Service is responsible to direct and oversee the daily operations in NYRA’s and NYRA BETS Call Center. Manages a team of individual contributors, Manager and Team Leads and is accountable for conducting effective performance management. Allocates resources to meet objectives and goals of the Customer Service team. Directs operations for strategic initiatives and serves as a primary point of contact for internal stakeholders. Responsible for managing non-technical customer service activities such as delivering in-person customer service, operating customer service desks, and providing general customer support.

Requirements

Bachelor’s degree in business, Management, Communications, or related field (or equivalent experience).
8+ years in call center operations, progressing from manager roles.
Minimum 2-4 years in a supervisory or senior management role.
Demonstrable success meeting performance metrics in fast-paced environments.
Exceptional leadership, communication (verbal/written), problem-solving, and interpersonal skills.
Proficiency with call center platforms, plus data analysis tools.
Deep understanding of call center operations and industry best practices.
Proficiency in call center metrics and data analysis.
Adaptability, resilience, strategic thinking, and emotional intelligence.

Nice To Haves

Process Improvement
Budgeting
Quality Assurance
Business Metrics
Forecasting
Billing
Conflict Resolution
Negotiation
Workflow Management

Responsibilities

Develops tactical and operational plans for the Customer Service team and supports organizational objectives and business goals.
Drives the execution of customer service strategies and policies to optimize customer satisfaction and operational efficiency.
Leads performance reviews and develops professional growth plans for supervisors and team members.
Implements data-driven decision-making by analyzing key service metrics and recommending process enhancements.
Collaborates with senior leadership to align customer service initiatives with broader business strategies.
Develops and manages customer service budgets, ensuring resource allocation supports operational excellence.
Recruit, train, coach, and motivate agents and supervisors; handle escalations.
Work with IT, Marketing, HR, and other departments to align goals.
Select and leverage communication software, AI, and automation.
Monitor KPIs (AHT, CSAT, NPS, FCR), analyze data, and implement quality control.
Responsible for managing operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring the achievement of team goals within established timelines and budgets.