Customer Experience Leader - Call Center Ops

The New York Racing Association; Elmont (NY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

The New York Racing Association is seeking a Customer Service Manager to direct the operations of our customer service call center. You will lead supervisors and teams, shape strategic policies, and ensure that every interaction delivers a world-class Customer Experience while maintaining compliant processes and staff development.

The role requires extensive customer service and hospitality experience (10 years), plus at least 3 years of managerial experience.

Qualifications

• Education: Associate Degree or High School Degree or GED and equivalent experience.
• Experience: 10 Years of Customer Services and Hospitality Experience
• 3 Years Managerial Experience
• Strong customer service experience, preferably in a call center environment

Responsibilities

• Directs and supervises the customer service supervisors and their teams.
• Maintains all NYRA Bets Customer records and AML compliance.
• Organizes, plans, and assigns work; determines staffing levels and schedules.
• Handles escalated issues with customers in a timely manner.
• Coordinates and implements policy improvements with senior leadership.
• Oversees the weekly payroll for the customer service team.
• Maintains relationships with other departments and vendors.

Skills

Customer Service

Call Center Leadership

Staffing & Scheduling

Education

Associate Degree or High School Degree or GED

Tools

MS Office

Google Workspace (Gsuite)

Job description

The New York Racing Association is seeking a Customer Service Manager to direct the operations of our customer service call center. You will lead supervisors and teams, shape strategic policies, and ensure that every interaction delivers a world-class Customer Experience while maintaining compliant processes and staff development.

The role requires extensive customer service and hospitality experience (10 years), plus at least 3 years of managerial experience.