Night Hub Shift Supervisor — Racing Ops Lead

Churchill Downs Incorporated; Louisville (KY); On-site; USD 45,000 - 60,000; Full time

Job summary

Churchill Downs Incorporated, via United Tote, is seeking a Hub Shift Supervisor for the Louisville HUB. This entry-level management role leads the shift on a Tue-Sat schedule (9pm–7:30am ET) and ensures efficient operations, staffing, and customer support excellence in a fast-paced environment.

The role emphasizes team development, KPI management, escalations, and adherence to regulations, with opportunities to contribute to process improvements and special racing event coverage.

Qualifications

• Must be at least 18 with a High School diploma or GED.
• Ability to obtain racing licenses and pass a background check.
• 2 years leadership experience within a customer service call center environment.
• Passionate problem solver with excellent trouble shooting skills and can-do attitude who can maintain a calm demeanor in stressful situations.
• Independent self-starter with proven self-motivation and the ability to work professionally and collaboratively with others.
• Excellent verbal and written communication skills and ability to manage multiple or competing priorities with a proven ability to pay close attention to the fine details.
• Instills a philosophy of teamwork for the entire staff.
• Ability to work a flexible schedule including evenings, weekends and holidays as needed.
• Proficient with Microsoft Office, especially Outlook, Excel and Word.

Responsibilities

• Oversee HUB operations shift staffing for the shift they lead including ensuring appropriate staffing for calls, emails, events and its customer support excellence.
• Acts as the point person for escalations during assigned shift, leading team through resolution following escalation protocols.
• Responsible for training and development of staff at the HUB for the shift they lead.
• Ensures staff results by communicating job expectations; planning, monitoring and appraising job results; developing, coordinating and enforcing systems, policies, procedures and productivity standards.
• Manages HUB KPIs for operator scheduling and performance, and development needs for the shift they lead.
• Manages weekly and monthly reporting needed by HUB Manager to understand performance, trends, and requirements.
• Ensures HUB activities comply with local, state and federal regulations governing business operations for the shift they lead.
• Participates in process improvement for United Tote operations including best practices.
• Prepares paperwork for partners, auditors and the corporate office such as incident and trouble reports.
• Executes operational plan for special racing events and race day monitoring for HUB.
• Performs other duties as assigned by management.
• Supervisory responsibilities include team building, coaching, counseling and discipline for HUB operators on shift.

Skills

Leadership

Customer service

Troubleshooting

Communication

Microsoft Office

Teamwork

Time management

Education

High School Diploma or GED

B.S. Degree Preferred

Job description

Churchill Downs Incorporated, via United Tote, is seeking a Hub Shift Supervisor for the Louisville HUB. This entry-level management role leads the shift on a Tue-Sat schedule (9pm–7:30am ET) and ensures efficient operations, staffing, and customer support excellence in a fast-paced environment.

The role emphasizes team development, KPI management, escalations, and adherence to regulations, with opportunities to contribute to process improvements and special racing event coverage.