Hiring: Senior Director, Customer Operations Company: Exacta Systems Location: Austin, TX Job Posted Time: 2026-09-12 14:37:28 Employment Type: Contract Target Skills & Keywords : Change Management, Microsoft Office, Product Management, Project Management, Regulatory Compliance, Root Cause Analysis About the job Experience: •Minimum of 10 years of progressive leadership experience in customer operations, field services, technical operations, gaming operations, hospitality operations, or a comparable customer-focused environment. •Demonstrated experience building, scaling, and leading customer-facing operational organizations with responsibility for service delivery, field operations, customer support, and operational excellence. •In-depth knowledge of regulated industries, preferably casino gaming, historical horse racing (HHR), distributed gaming, lottery, hospitality technology, or similarly regulated environments. •Demonstrated success managing departmental operating budgets, capital planning, forecasting, vendor relationships, and resource allocation. •Knowledge of casino gaming operations, gaming floor optimization, regulatory compliance, gaming system deployments, and technical support methodologies is strongly preferred. Required Skills: •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. •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. Qualifications: •Demonstrated ability to lead high-performing, geographically dispersed teams while fostering a culture of accountability, collaboration, continuous improvement, and customer-centric decision making. •Proven strategic leadership skills with the ability to translate business objectives into scalable operational processes, measurable performance standards, and sustainable service excellence. •Exceptional relationship-building skills with the ability to establish credibility and trust with executive leadership, customers, regulators, and cross-functional business partners. •Strong analytical and problem-solving abilities with experience leveraging operational metrics, customer feedback, and business intelligence to drive continuous improvement and informed decision-making. •Demonstrated capacity to lead through change while maintaining employee engagement, operational stability, and a positive customer experience in a fast-paced, evolving environment. •Excellent coaching, mentoring, and talent development skills with a demonstrated commitment to succession planning, employee growth, and leadership development. •Advanced organizational and project management skills with the ability to manage multiple priorities, competing deadlines, and complex operational initiatives simultaneously. •Strong financial acumen with experience managing departmental budgets, forecasting operational expenses, and evaluating return on operational investments. •Demonstrated executive communication skills, including the ability to present operational performance, risks, recommendations, and strategic initiatives to senior leadership. •Solid functional working knowledge of IT infrastructure, networking concepts, gaming hardware, field service operations, and enterprise support environments sufficient to effectively lead technical operations teams. Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!