Title:  Senior Director, Customer Operations

JOB SUMMARY

The Senior Director of Customer Operations provides strategic leadership for Exacta’s Customer Operations and Field Services organizations. This role is responsible for delivering an exceptional operator experience across Exacta’s portfolio of third-party Historical Horse Racing (HHR) operators and Churchill Downs Incorporated facilities by ensuring reliable system performance, operational excellence, and responsive field support. The incumbent develops scalable service strategies, leads cross-functional collaboration, establishes meaningful operational metrics, and drives continuous improvement to maximize customer satisfaction, system uptime, and long-term business success.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Field Services
•    Lead field service teams responsible for the installation, configuration, maintenance, and repair of Exacta Connect/NXT systems and HHR gaming infrastructure at operator venues.
•    Develop and enforce standardized field service procedures, safety protocols, and quality benchmarks to ensure consistent service delivery.
•    Drive key field performance metrics including first-time fix rates, mean time to resolution (MTTR), and operator satisfaction scores.
•    Manage field technician workforce planning, scheduling, and dispatch to ensure optimal coverage across active and expanding HHR markets.
•    Maintain appropriate parts inventory, tooling, and equipment availability to support field operations and rapid issue resolution.
•    Build a culture of continuous improvement by leveraging operational data and operator feedback to refine service delivery processes.

Customer Operations
•    Own the overall customer operations function for Exacta’s portfolio of third-party HHR operators and Churchill Downs Incorporated HRM facilities, ensuring seamless day-to-day system operation and support.
•    Define and execute the customer operations strategy to deliver a proactive, consistent, and high-quality customer experience from onboarding through ongoing partnership.
•    Establish and monitor key performance indicators including support ticket resolution times, escalation rates, customer satisfaction (CSAT), and Net Promoter Score (NPS).
•    Develop and maintain escalation management processes for critical system issues, serving as the senior point of contact for high-priority operator accounts.
•    Partner closely with Sales, Business Development, Product, Engineering, and Operations to ensure successful operator onboarding, contract execution, and long-term account retention.
•    Monitor operational health, identify trends, and implement proactive engagement strategies that improve system performance and customer outcomes.
•    Develop a deep understanding of each operator’s business environment—including venue size, machine mix, and market conditions—to tailor operational support strategies.
•    Provide strategic leadership, coaching, succession planning, and performance management for Customer Operations and Field Services teams.
•    Daily customer support operations include machine and system maintenance, installation support, and any other daily tasks required to support our customer’s businesses.
•    Management of routine projects and processes (machine adds, removals, relocations, etc.).
•    Regulatory compliance including licensing, change notifications, new product approvals, and new jurisdiction company certification to ensure compliance with State and Federal laws.
•    Provide resources and collaborate with Technical Operations for large projects and new deployments.
•    Prepare, track, and provide monthly updates on Gaming Operations annual budgets.
•    Prepare operational reports and executive-level updates highlighting service performance, risks, opportunities, and continuous improvement initiatives.
•    Monthly domestic travel to customer sites is expected.  Some international travel may be required.
•    Performs other related duties as assigned.

REQUIRED SKILLS AND ABILITIES

EDUCATION AND EXPERIENCE

• Bachelor’s degree in business, hospitality, or technical field or related work experience.
• Minimum of 5 years of experience in a leadership role with regulatory and customer service responsibilities.
• Knowledge of casino gaming industry operations including floor optimization, regulatory compliance, and technical support.
• Strong understanding of the gaming industry and market dynamics.
• Excellent communication and presentation skills.

PHYSICAL REQUIREMENTS & WORKING CONDITIONS