JOB SUMMARYThe Manager, Workforce Quality and Enablement is leadership role responsible for the strategy, quality, and continuous improvement of the Player Services contact center's people, processes, and technology performance. This role owns three integrated disciplines - training and adult learning, quality assurance, and standard operating procedures - while directly managing an Analytics Specialist. In addition to traditional agent-facing QA and training responsibilities, this role has direct accountability for the quality and accuracy of TwinSpires Player Services' AI-driven chat and voice bots, partnering with Product and Technology teams to ensure automated service channels meet the same rigorous quality, compliance, and brand standards as live representatives. The Manager operates cross-functionally with Player Services leadership, Product, Technology, Risk & Compliance, HR, and external software vendors to align workforce capability, service quality, and operational documentation with business goals, and leads or supports strategic projects that improve the player experience.
ESSENTIAL DUTIES AND RESPONSIBILITIES- Directly manages, coaches, and develops the Analytics Specialist and leads the Training, QA & SOP function, establishing priorities, performance expectations, and standards of excellence.
- Serves as a strategic partner to Player Services leadership on workforce capability, service quality, operational risk, and continuous improvement.
- Owns the end-to-end training strategy, including new hire onboarding, continuing education, and role-specific development; designs and delivers training, assessments, job aids, and e-learning informed by adult learning principles and performance data.
- Uses QA results, performance metrics, and operational trends to identify skill and knowledge gaps and develop targeted training and process improvements.
- Owns the quality monitoring program across phone, chat, and email, including quality standards, scorecards, calibration sessions, trend analysis, and reporting to leadership.
- Partners with Compliance and Risk to ensure quality standards, training, and processes align with regulatory, licensing, responsible gaming, confidentiality, and data security requirements.
- Owns the Player Services SOP program, including creation, governance, version control, review, and maintenance of clear, accurate, and audit-ready documentation, workflows, and job aids.
- Directs reporting and dashboard development to provide leadership with timely, accurate insight into performance, quality, training, and AI service metrics.
- Serves as the Player Services quality owner for AI-assisted chat and voice tools, monitoring performance for accuracy, tone, compliance, resolution, and appropriate handoff to live representatives.
- Partners with Product and Technology to identify AI performance gaps, validate improvements, support system and product changes, and ensure AI tools remain aligned with current SOPs, brand standards, and regulatory requirements.
- Leads and supports cross-functional initiatives, including system launches, process redesigns, and product rollouts, managing scope, timelines, stakeholder communication, competing priorities, and risk.
- Represents Player Services training, quality, and documentation needs in partnership with Product, Technology, Marketing, Risk/Compliance, HR, and other stakeholders.
- Maintains a strong working knowledge of Player Services operations, performance metrics, horse racing, and pari-mutuel wagering and applies sound judgment, problem-solving, and conflict resolution in complex or ambiguous situations.
- Communicates clearly and effectively with frontline employees, peers, leaders, players, and external partners.
- Maintains reliable attendance and flexibility to support business, training, emergency, and volume-driven needs.
- Performs other duties as assigned.
REQUIRED SKILLS AND ABILITIESMust be able to obtain racing licenses in all necessary jurisdictions.
EDUCATION AND EXPERIENCE- Bachelor's degree preferred (business, education/instructional design, organizational development, or related field), or equivalent combination of education and experience.
- 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.
PHYSICAL REQUIREMENTS & WORKING CONDITIONSThe 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.
- 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.
- Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
- This position requires the ability to work effectively as part of a team, lead others, and concentrate on a variety of details when faced with interruptions and changing work priorities.
- The mental demands are representative of those that must be met by an employee to successfully perform the essential functions 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.
- 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.
