AI-Driven Workforce Quality & Enablement Lead

TwinSpires; Lexington (KY); On-site; USD 90,000 - 130,000; Full time

Job summary

TwinSpires is seeking a Workforce Quality and Enablement Manager to lead the strategy, quality, and continuous improvement of the Player Services contact center. You will oversee training, QA, SOPs, and the AI-driven chat/voice bots while partnering with Product, Technology, Risk, Compliance, and HR.

The role manages an Analytics Specialist and drives cross-functional initiatives to improve player experience, service quality, and regulatory compliance across channels.

Qualifications

• 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.
• Experience overseeing or working closely with AI-powered customer service tools (chatbots, voice bots, IVR, or similar conversational AI) strongly preferred.
• 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).
• Knowledge of pari-mutuel wagering and the horse racing industry a plus; willingness and ability to develop deep product knowledge required.

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.

Skills

Analytical skills

Data interpretation

Communication

Team leadership

Education

Bachelor's degree preferred (business, education/instructional design, organizational development, or related field)

Tools

Power BI

Tableau

Microsoft Office

Job description

TwinSpires is seeking a Workforce Quality and Enablement Manager to lead the strategy, quality, and continuous improvement of the Player Services contact center. You will oversee training, QA, SOPs, and the AI-driven chat/voice bots while partnering with Product, Technology, Risk, Compliance, and HR.

The role manages an Analytics Specialist and drives cross-functional initiatives to improve player experience, service quality, and regulatory compliance across channels.