Senior Director, Player Services
About The Position
TwinSpires is the premier online horse racing wagering platform in the United States. TwinSpires is owned and operated by Churchill Downs, Inc., and is the official online betting partner of the Kentucky Derby, bringing you more than 148 years of wagering experience. Players can wager through the TwinSpires desktop, mobile, and app-based advance-deposit wagering platforms as well as at retail locations and race tracks across the country. The Senior Director, Player Services is responsible for the strategic leadership, operational performance, and overall customer experience of the TwinSpires Player Services organization. This role oversees Contact Center Operations, VIP and Player Support Services, Racing Operations. The Sr. Director is responsible for delivering a high-quality customer experience, ensuring compliance with applicable regulatory requirements, developing departmental leaders, managing operational performance, and identifying opportunities to improve efficiency, service quality, and customer satisfaction.
Requirements
- Bachelor’s degree required; Master’s degree preferred.
- Minimum 10 years of progressive customer service, contact center, player services, or operations leadership experience.
- Minimum 5 years leading managers and multi-functional teams.
- Gaming, wagering, horse racing, hospitality, financial services, or related industry experience preferred.
- Exceptional strategic thinking, problem-solving, and decision-making abilities.
- Excellent interpersonal, written, and verbal communication skills; able to influence at all levels.
- Experience working in regulated environments; ability to obtain required gaming or racing licenses.
- Authorized to work in the United States on a full-time basis.
Nice To Haves
- Master’s degree preferred.
Responsibilities
- Oversee and direct daily operations of customer service, fraud reporting, collections, risk operations, account services, and related support functions.
- Lead and develop departmental managers through coaching, performance management, employee development, and succession planning.
- Establish departmental service standards, performance expectations, and accountability measures.
- Monitor operational performance through key metrics and reporting and provide regular updates to senior leadership.
- Identify and implement process improvements that enhance efficiency, service quality, customer satisfaction, and operational effectiveness.
- Collaborate closely with TwinSpires senior leaders and departments across the organization to drive operational effectiveness and support business priorities.
- Evaluate operational needs and provide recommendations regarding staffing, technology enhancements, workflows, and process improvements.
- Ensure compliance with all applicable gaming, racing, AML, Title 31, Responsible Gaming, licensing, and regulatory requirements.
- Coordinate regulatory audits, licensing requirements, and compliance reviews in partnership with Legal and Compliance teams.
- Consider customer feedback, service trends, escalations, and quality metrics to identify opportunities for improvement.
- Serve as the escalation point for significant customer service issues and operational concerns.
- Develop and manage departmental budgets, forecasts, staffing plans, and vendor relationships.
- Ensure operational readiness and appropriate staffing support during major racing events, including Triple Crown races, Breeders’ Cup, Kentucky Derby week, and other peak wagering periods.
- Maintain the confidentiality and security of customer and company information.
- Perform other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
