Hub Shift Lead — Evenings & Weekends (Wed–Sat)

Churchill Downs Incorporated; Louisville (KY); On-site; USD 52,000 - 75,000; Full time

Job summary

Churchill Downs Incorporated's United Tote is seeking a HUB Shift Supervisor for a Wednesday–Saturday 12:00–22:30 shift. The role oversees HUB operations staff, drives customer support excellence, and leads escalation management from a central operations team in Louisville, KY or Portland, OR.

This entry-level management position focuses on staffing, training, KPI oversight, reporting, and compliance with gaming regulations, while supporting special racing events and ongoing process improvements

Qualifications

• 18 years or older with a High School diploma or GED.
• Ability to obtain racing licenses and pass background check.
• 2 years leadership experience in a customer service call center.
• Strong problem-solving and calm under pressure.
• Independent self-starter with strong teamwork.
• Excellent verbal and written communication; attention to detail.
• Flexible schedule including evenings, weekends, and holidays.
• Proficient in Microsoft Office (Outlook, Excel, Word).

Responsibilities

• Oversee HUB operations staff per shift, ensuring staffing for calls, emails, events and customer support.
• Serve as escalation point and guide team through resolution.
• Train and develop HUB staff.
• Set expectations, monitor results, enforce policies and provide feedback.
• Manage HUB KPIs for scheduling and performance.
• Prepare weekly/monthly HUB performance reports.
• Ensure compliance with regulations.
• Contribute to process improvements and best practices.
• Prepare incident and trouble reports.
• Execute operational plan for special racing events.
• Perform other duties as assigned.

Skills

Leadership

Customer service

Communication

MS Office

Self-motivation

Problem solving

Teamwork

Flexibility

Education

B.S. degree preferred or equivalent

Job description

Churchill Downs Incorporated's United Tote is seeking a HUB Shift Supervisor for a Wednesday–Saturday 12:00–22:30 shift. The role oversees HUB operations staff, drives customer support excellence, and leads escalation management from a central operations team in Louisville, KY or Portland, OR.

This entry-level management position focuses on staffing, training, KPI oversight, reporting, and compliance with gaming regulations, while supporting special racing events and ongoing process improvements