Workforce Quality & Enablement Lead

Churchill Downs; Lexington (KY); On-site; USD 90,000 - 130,000; Full time

Job summary

Churchill Downs Incorporated in Lexington, KY, is seeking a Workforce Quality and Enablement Manager to lead training, quality assurance, and SOP governance for TwinSpires' Player Services. This role directly manages an Analytics Specialist and collaborates with Product, Technology, Risk & Compliance, and HR to ensure high-quality service across AI and live channels.

The role emphasizes onboarding, ongoing education, performance analytics, and cross-functional initiatives to improve player

Qualifications

• Bachelor's degree preferred (business, education/instructional design, organizational development, or related field).
• 5+ years of contact center or customer operations experience, including 2+ years of direct people management/supervisory experience.
• Experience in adult education, instructional design, or training program development.
• Experience with AI-powered customer service tools (chatbots/voice bots).
• Experience with quality monitoring platforms and reporting/BI tools (Power BI, Tableau).
• Strong analytical, data interpretation, and problem-solving skills.

Responsibilities

• Directly manages and develops the Analytics Specialist and leads Training, QA & SOP function.
• Partner with Player Services leadership on workforce capability and continuous improvement.
• Own end-to-end training strategy including onboarding and ongoing development; deliver training and e-learning.
• Use QA results and performance metrics to identify gaps and drive improvements.
• Own quality monitoring across phone, chat, and email; manage scorecards and reporting.
• Ensure alignment with regulatory, licensing, and data security requirements.
• Maintain Player Services SOP program with governance and audit-ready documentation.
• Lead reporting and dashboards for leadership on performance and AI metrics.
• Oversee AI-assisted chat and voice tools quality and handoff to live agents.
• Collaborate with Product/Technology to close AI performance gaps and align with SOPs.

Skills

Leadership

Quality assurance

Training & development

Data analysis

Communication

AI/service quality

Education

Bachelor's degree

Tools

Power BI

Tableau

Microsoft Office

Job description

Churchill Downs Incorporated in Lexington, KY, is seeking a Workforce Quality and Enablement Manager to lead training, quality assurance, and SOP governance for TwinSpires' Player Services. This role directly manages an Analytics Specialist and collaborates with Product, Technology, Risk & Compliance, and HR to ensure high-quality service across AI and live channels.

The role emphasizes onboarding, ongoing education, performance analytics, and cross-functional initiatives to improve player