Senior Director, Player Services & Customer Experience

Churchill Downs Incorporated; Lexington (KY); On-site; USD 120,000 - 190,000; Full time

Job summary

Churchill Downs Incorporated is seeking a Senior Director, Player Services to provide strategic leadership for TwinSpires' customer experience and support functions. You will oversee Contact Center Operations, VIP and Player Support, and Racing Operations, ensuring compliance and high-quality service.

The role drives performance metrics, staff development, and budget management while coordinating with Legal and Compliance to meet regulatory requirements and support major racing events like the

Qualifications

• Minimum 10 years of progressive customer service, contact center, player services, or operations leadership experience.
• Minimum 5 years leading managers and multi-functional teams.
• Gaming, wagering, horse racing, hospitality, financial services, or related industry experience preferred.
• Experience working in regulated environments; ability to obtain required gaming or racing licenses.

Responsibilities

• Oversee and direct daily operations of customer service, fraud reporting, collections, risk operations, account services, and related support functions.
• Lead and develop departmental managers through coaching, performance management, employee development, and succession planning.
• Establish departmental service standards, performance expectations, and accountability measures.
• Monitor operational performance through key metrics and reporting and provide regular updates to senior leadership.
• Identify and implement process improvements that enhance efficiency, service quality, customer satisfaction, and operational effectiveness.
• Collaborate closely with TwinSpires senior leaders and departments across the organization to drive operational effectiveness and support business priorities.
• Evaluate staffing, technology, workflows, and process improvements to meet operational needs.
• Ensure compliance with all applicable gaming, racing, AML, Title 31, Responsible Gaming, licensing, and regulatory requirements.

Skills

Customer service leadership

Contact center management

Regulated environments

Strategic thinking

Communication skills

Licensing compliance

Authorized to work in US

Job description

Churchill Downs Incorporated is seeking a Senior Director, Player Services to provide strategic leadership for TwinSpires' customer experience and support functions. You will oversee Contact Center Operations, VIP and Player Support, and Racing Operations, ensuring compliance and high-quality service.

The role drives performance metrics, staff development, and budget management while coordinating with Legal and Compliance to meet regulatory requirements and support major racing events like the