Strategic Leader, Customer Operations & Field Services

Churchill Downs Incorporated; Austin (TX); On-site; USD 180,000 - 240,000; Full time

Job summary

Churchill Downs Incorporated, in partnership with Exacta Systems, seeks a Senior Director, Customer Operations in Austin, TX. This executive role provides strategic leadership for Customer Operations and Field Services, ensuring reliable system performance and exceptional operator support across a portfolio of third-party HHR operators and CDI facilities.

You will define scalable service strategies, lead cross-functional teams, establish operational metrics, and drive continuous improvement to

Qualifications

• Bachelor’s degree in a relevant field.
• Master’s degree preferred.
• Minimum 10 years of leadership in customer operations or related fields.

Responsibilities

• Lead field service teams responsible for installation, configuration, maintenance, and repair of Exacta Connect/NXT systems and HHR gaming infrastructure.
• Define and execute the customer operations strategy for onboarding and ongoing partnerships.
• Establish and monitor KPIs including CSAT, NPS, MTTR, and first-time fix rates.
• Develop escalation management processes for critical issues; act as senior point of contact for high-priority accounts.

Skills

Leadership

Strategic thinking

Relationship building

Analytical skills

Change management

Coaching & mentoring

Project management

Financial acumen

Executive communication

Cross-functional collaboration

Regulatory compliance

IT infrastructure knowledge

Customer operations knowledge

Inclusive leadership

Education

Bachelor’s degree in Business Administration

Master’s degree (MBA) preferred

Tools

CRM systems

ERP platforms

Microsoft Office

Business Intelligence tools

Job description

Churchill Downs Incorporated, in partnership with Exacta Systems, seeks a Senior Director, Customer Operations in Austin, TX. This executive role provides strategic leadership for Customer Operations and Field Services, ensuring reliable system performance and exceptional operator support across a portfolio of third-party HHR operators and CDI facilities.

You will define scalable service strategies, lead cross-functional teams, establish operational metrics, and drive continuous improvement to