Senior Director, Customer Ops & Field Services

Exacta; Austin (TX); On-site; USD 150,000 - 210,000; Full time

Job summary

Exacta Systems, a leader in historical horse racing technology, is seeking a Senior Director of Customer Operations to oversee Field Services and Customer Operations for a nationwide portfolio of operators and Churchill Downs facilities.

You will craft scalable service strategies, drive operational excellence, and lead teams to deliver exceptional customer experiences across onboarding and ongoing partnerships.

Qualifications

• 10+ years of progressive leadership in customer operations or related fields.
• Experience in field services, gaming operations, or hospitality tech.
• Proven ability to manage KPIs such as CSAT, NPS, MTTR, and workforce productivity.

Responsibilities

• Lead field service teams for installation, maintenance, and repair of gaming infrastructure.
• Define and execute the customer operations strategy from onboarding through ongoing partnerships.
• Monitor KPIs including ticket resolution times, escalation rates, CSAT, and NPS.
• Collaborate with Sales, Product, Engineering, and Operations to ensure successful onboarding and retention.
• Prepare and manage budgets; provide monthly operational and executive-level reports.

Skills

Leadership

Strategic thinking

Executive communication

Relationship building

Analytical skills

Change management

Coaching & mentoring

Project management

Budgeting & forecasting

Regulatory compliance

Education

Bachelor’s degree in Business Administration

MBA preferred

Tools

CRM software

Ticketing systems

ERP platforms

BI tools

Job description

Exacta Systems, a leader in historical horse racing technology, is seeking a Senior Director of Customer Operations to oversee Field Services and Customer Operations for a nationwide portfolio of operators and Churchill Downs facilities.

You will craft scalable service strategies, drive operational excellence, and lead teams to deliver exceptional customer experiences across onboarding and ongoing partnerships.