Workforce Quality and Enablement Manager

Churchill Downs Incorporated•Lexington, KY

39d•Onsite

About The Position

The Manager, Workforce Quality and Enablement is a leadership role responsible for the strategy, quality, and continuous improvement of the Player Services contact center's people, processes, and technology performance. This role owns three integrated disciplines — training and adult learning, quality assurance, and standard operating procedures — while directly managing an Analytics Specialist. In addition to traditional agent-facing QA and training responsibilities, this role has direct accountability for the quality and accuracy of TwinSpires Player Services' AI-driven chat and voice bots, partnering with Product and Technology teams to ensure automated service channels meet the same rigorous quality, compliance, and brand standards as live representatives. The Manager operates cross-functionally with Player Services leadership, Product, Technology, Risk & Compliance, HR, and external software vendors to align workforce capability, service quality, and operational documentation with business goals, and leads or supports strategic projects that improve the player experience.

Requirements

Must be able to obtain racing licenses in all necessary jurisdictions.
Bachelor's degree preferred (business, education/instructional design, organizational development, or related field), or equivalent combination of education and experience.
5+ years of contact center or customer operations experience, including 2+ years of direct people management/supervisory experience.
Demonstrated experience in adult education, instructional design, or training program development required.
Proven project management experience required.
Experience with quality monitoring platforms and reporting/BI tools (e.g., Power BI, Tableau).
Exceptional listening, analytical, and data interpretation skills; ability to translate data into action.
Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
Willingness and ability to develop deep product knowledge required.

Nice To Haves

Experience overseeing or working closely with AI-powered customer service tools (chatbots, voice bots, IVR, or similar conversational AI) strongly preferred.
Knowledge of pari-mutuel wagering and the horse racing industry a plus.

Responsibilities

Directly manages, coaches, and develops the Analytics Specialist and leads the Training, QA & SOP function, establishing priorities, performance expectations, and standards of excellence.
Serves as a strategic partner to Player Services leadership on workforce capability, service quality, operational risk, and continuous improvement.
Owns the end-to-end training strategy, including new hire onboarding, continuing education, and role-specific development; designs and delivers training, assessments, job aids, and e-learning informed by adult learning principles and performance data.
Uses QA results, performance metrics, and operational trends to identify skill and knowledge gaps and develop targeted training and process improvements.
Owns the quality monitoring program across phone, chat, and email, including quality standards, scorecards, calibration sessions, trend analysis, and reporting to leadership.
Partners with Compliance and Risk to ensure quality standards, training, and processes align with regulatory, licensing, responsible gaming, confidentiality, and data security requirements.
Owns the Player Services SOP program, including creation, governance, version control, review, and maintenance of clear, accurate, and audit-ready documentation, workflows, and job aids.
Directs reporting and dashboard development to provide leadership with timely, accurate insight into performance, quality, training, and AI service metrics.
Serves as the Player Services quality owner for AI-assisted chat and voice tools, monitoring performance for accuracy, tone, compliance, resolution, and appropriate handoff to live representatives.
Partners with Product and Technology to identify AI performance gaps, validate improvements, support system and product changes, and ensure AI tools remain aligned with current SOPs, brand standards, and regulatory requirements.
Leads and supports cross-functional initiatives, including system launches, process redesigns, and product rollouts, managing scope, timelines, stakeholder communication, competing priorities, and risk.
Represents Player Services training, quality, and documentation needs in partnership with Product, Technology, Marketing, Risk/Compliance, HR, and other stakeholders.
Maintains a strong working knowledge of Player Services operations, performance metrics, horse racing, and pari-mutuel wagering and applies sound judgment, problem-solving, and conflict resolution in complex or ambiguous situations.
Communicates clearly and effectively with frontline employees, peers, leaders, players, and external partners.
Maintains reliable attendance and flexibility to support business, training, emergency, and volume-driven needs.
Performs other duties as assigned.