Senior Director, Customer Operations

Career Opportunities:
Senior Director, Customer Operations (4669)

Requisition
4669
-Posted
07/30/2026

- Exacta Systems LLC

- Gaming Operations

- Exacta

- TX HO Texas

At Exacta Systems, we’re not just shaping the future of gaming—we’re redefining it. As a leader in historical horse racing (HHR) technology, we create cutting-edge gaming solutions that power thrilling player experiences nationwide. Now part of the Churchill Downs family, we’re backed by a storied legacy of excellence in racing and gaming. This new chapter brings exciting opportunities for growth, stability, innovation, and impact.

If you're looking for a career where technology meets tradition and where your ideas drive the future, let’s explore the possibilities together!

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.

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…