Role Overview
The Manager, Workforce Quality and Enablement is a leadership role responsible for the strategy, quality, and continuous improvement of the Player Services contact center’s people, processes, and technology performance.
What You Will Do
Directly manages an Analytics Specialist, leads the Training, QA & SOP function, and owns the end-to-end training strategy, including new hire onboarding, continuing education, and role-specific development.
Why It Might Be a Fit
The ideal candidate will have 5+ years of contact center or customer operations experience, including 2+ years of direct people management/supervisory experience, and demonstrated experience in adult education, instructional design, or training program development.
Requirements
- Must be able to obtain racing licenses in all necessary jurisdictions.
- 5+ years of contact center or customer operations experience, including 2+ years of direct people management/supervisory experience.
- Demonstrated experience in adult education, instructional design, or training program development required.
- Proven project management experience required.
- Experience overseeing or working closely with AI-powered customer service tools (chatbots, voice bots, IVR, or similar conversational AI) strongly preferred.
- Experience with quality monitoring platforms and reporting/BI tools (e.g., Power BI, Tableau).
- Exceptional listening, analytical, and data interpretation skills; ability to translate data into action.
- Advanced proficiency with Microsoft Office Suite (Word, Excel, PowerPoint).
- Knowledge of pari-mutuel wagering and the horse racing industry a plus; willingness and ability to develop deep product knowledge required.
Benefits
- Dental insurance
- Vision insurance
- Health insurance
- 401(k) or retirement plan
- Paid time off (vacation, sick leave)
- Paid holidays
To apply for this job please visit jobs.churchilldowns.com.
Follow us on social media