Senior Director, Player Services

JOB SUMMARY

The Senior Director, Player Services is responsible for the strategic leadership, operational performance, and overall customer experience of the TwinSpires Player Services organization. This role oversees Contact Center Operations, VIP and Player Support Services, Racing Operations. The Sr. Director is responsible for delivering a high-quality customer experience, ensuring compliance with applicable regulatory requirements, developing departmental leaders, managing operational performance, and identifying opportunities to improve efficiency, service quality, and customer satisfaction.

ESSENTIAL DUTIES AND 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 operational needs and provide recommendations regarding staffing, technology enhancements, workflows, and process improvements.
• Ensure compliance with all applicable gaming, racing, AML, Title 31, Responsible Gaming, licensing, and regulatory requirements.
• Coordinate regulatory audits, licensing requirements, and compliance reviews in partnership with Legal and Compliance teams.
• Consider customer feedback, service trends, escalations, and quality metrics to identify opportunities for improvement.
• Serve as the escalation point for significant customer service issues and operational concerns.
• Develop and manage departmental budgets, forecasts, staffing plans, and vendor relationships.
• Ensure operational readiness and appropriate staffing support during major racing events, including Triple Crown races, Breeders’ Cup, Kentucky Derby week, and other peak wagering periods.
• Maintain the confidentiality and security of customer and company information.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• Directly supervises Player Services management team
• High responsibility in the performance review, salary review and career recommendation area for both direct and indirect employees.
• Provides leadership and direction for all Contact Center and Player Services employees through subordinate leadership teams.

REQUIRED SKILLS AND ABILITIES

• Bachelor’s degree required; Master’s degree preferred.
• 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.
• Exceptional strategic thinking, problem-solving, and decision-making abilities.
• Excellent interpersonal, written, and verbal communication skills; able to influence at all levels.
• Experience working in regulated environments; ability to obtain required gaming or racing licenses.
• Authorized to work in the United States on a full-time basis.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

The following physical and mental demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. 1. While performing the duties of this job, the employee is frequently required to sit, sometimes for prolonged periods while working at a desk, on the phone, and/or on the computer; type on a computer keyboard; use hands to finger, handle or feel; talk or hear; reach with hands or arms; walk or stand; and perform some repetitive motion activities.
   2. Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
   3. This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.
   4. The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as described above, including but not limited to: demonstrated ability to anticipate and solve practical problems or resolve issues; reason, calculate figures and amounts; collect, interpret, and/or analyze complex data and information, and draw valid conclusions; interpret procedures and policies; and meet schedules in a dynamic and sometimes demanding work environment.
   5. The noise level in this work environment is usually moderate. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this job in a typical office environment.
   6. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.