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Sr Director of Field Operations

3 months ago

Louisville, United States United Tote Company Full time
Job DescriptionJob DescriptionSUMMARY:

United Tote is a leading B2B technology and service provider for the pari-mutuel gaming industry, backed by the integrity and tradition of Churchill Downs, home of the world-famous Kentucky Derby. We are seeking an experienced leader to join our team as the Senior Director of Field Operations. The ideal candidate will be self-directed and motivated with proven organizational, communication, collaboration, customer service, mentorship, leadership, tote industry and senior management skills with experience in leading large operational teams in a highly dynamic and fast paced setting. This position will be heavily relied upon to maintain positive customer relationships across United Tote’s US and Canadian customer locations. This position also requires collaboration with multiple teams across the entire organization to promote consistency of service and teamwork, resulting in best-in-industry customer service.

This position will be based out of the Corporate Office in Louisville, KY.

ESSENTIAL FUNCTIONS:

  • A Key member of the United Tote Leadership team: Partners with Central Operations leadership to drive optimization between field and central operations. Partners with Software Development leadership to support software development process and ensure needs to the field teams are being met and partners with Engineering leadership to support terminal hardware and proved feedback as necessary. Works with Sales to support new and existing customer initiatives
  • Promotes a culture of active listening, trust, positive attitude, compromise, diplomacy and open mindedness across the organization. to ensure departmental and organizational objectives and operating requirements are met and are in line with the needs and mission of the organization
  • Drives quality initiatives throughout operations for continuous improvement
  • Analyze current operational processes and performance, recommending and directing solutions for improvement
  • Develops and manages operational KPI’s for the field teams
  • Ensures all company activities and operations are carried out in compliance with local, state and federal regulations and laws governing business operations
  • Ensures all Field operations activities and operations are conducted in compliance with Company policies and SOC Audit guidelines
  • Attracts, retains, mentors and motivates staff across all teams
  • Transfers knowledge and effectively coaches employees through new processes and procedures
  • Takes corrective action to solve organizational problems
  • Confers with staff, peers and customers to discuss issues, coordinate activities and resolve problems
  • Oversees the successful execution of special events for Field operations teams (e.g. Kentucky Derby, Belmont Stakes, Breeders’ Cup)
  • Oversees and drives customer support excellence
  • Defines and promotes operational standards for all field personnel and ensures proper training and compliance across all locations
  • Reviews and manages budgeting and planning process for field
  • Performs other duties as assigned.

QUALIFICATIONS:

  • Bachelor’s Degree required, focus in Business Administration strongly preferred
  • 15+ years of demonstrated career progression
  • Experience in the Tote industry is preferred
  • Experience with ITIL preferred
  • Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management
  • Proven ability to plan and manage operational process for maximum efficiency and productivity
  • B2B Software as a Service experience strongly preferred
  • Ability to respond effectively to sensitive inquires or complaints
  • High level of integrity and professionalism
  • Effective communicator to teams working remote
  • Ability to travel up to 50% of the time
  • Weekend availability during large and critical customer events
  • Ability to apply and maintain any required regulatory license(s)

SUPERVISORY RESPONSIBILITIES: Yes

PHYSICAL DEMANDS:

The 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.

  1. 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.
  2. Specific vision abilities required by this job include close vision, color vision, color differentiation, peripheral vision, depth perception, and ability to adjust focus.
  3. This position requires the ability to work effectively as part of a team; and concentrate on a variety of details when faced with interruptions and changing work priorities.
  4. The mental demands are representative of those that must be met by an employee to successfully perform the essential functions, as 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.
  5. 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.
  6. The physical demands described here 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.