Director, Customer Service
- Aqueduct (Ozone Park), New York
- Customer Service
- Regular Full Time
Title: Director, Customer Service
Employee Status: Regular Full Time
Work From Home Option: Hybrid - 2 Days/Week (40% Remote)
FLSA Status: Exempt
Job Overview:
The Director, Customer Service is responsible to direct and oversee the daily operations in
NYRA’s and NYRA BETS Call Center. Manages a team of individual contributors, Manager and Team Leads and is accountable for conducting effective performance management. Allocates resources to meet objectives and goals of the Customer Service team. Directs operations for strategic initiatives and serves as a primary point of contact for internal stakeholders. Responsible for managing non-technical customer service activities such as delivering in-person customer service, operating customer service desks, and providing general customer support.
Essential Functions:
- Develops tactical and operational plans for the Customer Service team and supports organizational objectives and business goals.
- Drives the execution of customer service strategies and policies to optimize customer satisfaction and operational efficiency.
- Leads performance reviews and develops professional growth plans for supervisors and team members.
- Implements data-driven decision-making by analyzing key service metrics and recommending process enhancements.
- Collaborates with senior leadership to align customer service initiatives with broader business strategies.
- Develops and manages customer service budgets, ensuring resource allocation supports operational excellence.
- Recruit, train, coach, and motivate agents and supervisors; handle escalations.
- Work with IT, Marketing, HR, and other departments to align goals.
- Select and leverage communication software, AI, and automation.
- Monitor KPIs (AHT, CSAT, NPS, FCR), analyze data, and implement quality control.
- Responsible for managing operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring the achievement of team goals within established timelines and budgets.
Qualifications:
Minimum Requirements:
- Bachelor’s degree in business, Management, Communications, or related field (or equivalent experience).
- 8+ years in call center operations, progressing from manager roles.
- Minimum 2-4 years in a supervisory or senior management role.
- Demonstrable success meeting performance metrics in fast-paced environments.
Knowledge Required:
- Exceptional leadership, communication (verbal/written), problem-solving, and interpersonal skills.
- Proficiency with call center platforms, plus data analysis tools.
- Deep understanding of call center operations and industry best practices.
- Proficiency in call center metrics and data analysis.
- Adaptability, resilience, strategic thinking, and emotional intelligence.
Preferred Skills: Process Improvement, Budgeting, Quality Assurance, Business Metrics, Forecasting, Billing, Conflict Resolution, Negotiation, Workflow Management
Summary of Physical Requirements and Work Environment:
The Director, Customer Service role is primarily sedentary and performed in an office or office-like environment with no special physical demands required. The position involves extended periods of sitting with intermittent standing and walking, as well as occasional bending, reaching, and other routine movements typical of a professional workplace.
The role requires regular hand manipulation, including daily typing and repetitive hand movements while working on a computer. Occasional light lifting (generally up to 10 lbs., and infrequently up to 30 lbs.) may be required.
The work environment does not typically expose the employee to hazardous conditions. There is minimal exposure to environmental hazards such as moving mechanical parts, fumes, extreme weather, or high-risk work areas. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.
Pay Range / Salary: $126,000– $189,000 annually
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Technology ServicesNYRA Competencies:
Elevates Everyone’s Experience through meaningful interactions and communication. And, by treating each other with respect and consistently displaying value and appreciation for the contributions of others.
Advances a Culture of Safety and Integrity by acting in the organization’s best interest, adhering to all policies, and upholding ethical standards.
Innovates and adapts by seeking feedback to improve performance, introducing new ideas and solutions to advance the organization.
Shows Pride of Ownership by being accountable for your role and responsibilities, mentoring colleagues, maintaining transparency in all interactions, and sharing your success with everyone involved.
Achieves Excellence by delivering your best effort, demonstrating exceptional leadership attributes, and persevering through challenges.
About Us:
With a lineage of nearly 150 years, The New York Racing Association (NYRA) serves as the cornerstone of New York State's thoroughbred industry at three major tracks (Aqueduct Racetrack, Belmont Park, and Saratoga Race Course). The industry contributes more than $3 billion annually to its urban, suburban, and rural economy. NYRA also offers a variety of exciting career opportunities – on and off the track. From Finance to Facilities, Turf to Technology, in all departments we are stewards of our sport. Join our talented team of professionals.
NYRA is committed to equal employment opportunity and to compliance with federal, state, and local anti - discrimination laws. NYRA values diversity and complies with New York State and New York City law, which prohibits discrimination and harassment against any employee, applicant for employment, or intern based on race, age, color, religion, sex (including pregnancy, childbirth or related medical conditions, gender identity / expression and transgender status), national origin or ancestry, citizenship, physical or mental disability, genetic information (including predisposing genetic characteristics), age (18-years-of-age & up), veteran status, military status, sexual orientation, marital status, familial status, caregiver status, partnership status, unemployment status, certain arrest or conviction records and domestic or sexual violence victim status. NYRA does not tolerate discrimination or harassment based on an employee’s membership in one or more of these protected categories, an employee’s known relationship or association with a member of one or more of these protected categories, or any other characteristic protected by applicable federal, state, or local law.
Visit us at NYRA.com to learn more!
The New York Racing Association, Inc. (NYRA) holds the exclusive franchise to conduct thoroughbred racing at Aqueduct Racetrack, Belmont Park and Saratoga Race Course. NYRA tracks are the cornerstone of New York State’s horse racing industry, which is responsible for 19,000 jobs and more than $3 billion in annual economic impact.
