Workforce Quality and Enablement Manager

Requisition
5188
-Posted
10/02/2026

- Churchill Downs Technology Initiatives C
- ADW Customer Service

- Twinspires

- KY  Office

Twin Spires is the premier online horse racing wagering platform in the United States. Twin Spires is owned and operated by Churchill Downs, Inc., and is the official online betting partner of the Kentucky Derby, bringing you more than 148 years of wagering experience. Players can wager through the Twin Spires desktop, mobile, and app-based advance-deposit wagering platforms as well as at retail locations and race tracks across the country.

The 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 Twin Spires 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.

• 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…