Title:  Director, Operations (HHR Machines)

JOB SUMMARY

Lead the Future of Gaming at New Hampshire’s Newest Casino
Casino Salem has just opened its doors, and with it, a new era of entertainment in Salem, NH. Churchill Downs, Inc. is looking for a visionary Director of Operations for our HHR (Historical Horse Racing Machines) department—someone who can turn data into strategy, teams into powerhouses, and machines into unforgettable guest experiences.  This position oversees all aspects of the property's HHR machine operations to provide strategic direction and promote profitability of the department.

This is your chance to shape the operational heartbeat of our gaming floor from the ground up.  

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Direct the activities of the overall HHR department, including staffing and performance of HHR and HHR machine repair to ensure compliance with established regulations, policies and procedures 
• Oversee the selection, procurement, installation, and maintenance of HHR machines and related equipment, ensuring a diverse and attractive mix of games that appeal to our target demographic 
• Develop and manage budgets for the HHR department, including operating expenses, capital expenditures, and promotional budgets 
• Monitor and analyze HHR machine performance, including coin-in, win per unit, occupancy, and other key metrics, to identify trends, opportunities, and areas for improvement 
• Operate and maintain an efficient and profitable HHR operation to execute company goals 
• Foster a culture of exceptional guest service among HHR department staff, ensuring that all interactions with guests are courteous, professional, and responsive 
• Collaborate with marketing and promotions teams to develop and implement HHR promotions, tournaments, and special events designed to drive traffic, increase play, and enhance the overall guest experience 
• Work closely with security and surveillance teams to ensure the integrity and security of HHR machine operations, implementing protocols and procedures to prevent theft, fraud, and other unauthorized activities 
• Ensure compliance with all gaming regulations, laws, and internal policies governing HHR machine operations 
• Perform other duties as assigned 

REQUIRED SKILLS AND ABILITIES

• Demonstrated management and leadership skills  
• Excellent verbal and written communication skills 
• Excellent interpersonal and customer service skills 
• Excellent organizational skills and attention to detail 
• Strong knowledge of HHR machine technology, trends, and player preferences 
• Strong and thorough knowledge of gaming regulations, compliance requirements, and best practices 
• Proficient with Microsoft Office Suite or related software 

EDUCATION AND EXPERIENCE

• High school diploma or equivalent required 
• Bachelor’s Degree in Business Administration, Hospitality Management, or related field 
• Five to ten years of progressive experience in gaming operations management 
• Must obtain valid gaming license, where applicable 

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

• While performing the duties of this job, the employee is frequently required to sit or stand; walk; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. 
• The employee may be required to lift and/or move up to 25 pounds. 
• The employee may be required to work long hours, including nights, weekends, and holidays. 
• The noise level in the work environment is usually moderate to loud. 
• The employee may be exposed to smoke when on the floor of the gaming room. 

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.