Senior Manager, Customer Experience

About DraftKings

We're defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.

Here, "impossible" isn't part of our vocabulary. You'll face some of the toughest but most rewarding challenges of your career. They're worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.

The Crown Is Yours

We're searching for a Senior Manager of Customer Experience, to lead new and existing customer initiatives that will have a material impact on what DraftKings is today and how we will transform this experience in the future. A critical element of this role is understanding the entire customer journey. To achieve this, you will act as a liaison between the User, Product, Engineering, and other internal/external teams to deliver on highly visible journey goals.

In this role, you will be responsible for defining measurement standards and prioritizing quarterly initiatives across the enterprise. Highly qualified candidates will be able to leverage their skills and experience to coordinate cross-functional initiatives and be the cornerstone who connects various teams to the successful delivery of a best-in-class customer experience.

What you'll do as a Senior Manager, Customer Experience

Partner with cross-functional teams to identify dependencies, plan customer journey action items and backlog, and deliver on core goals.
Facilitate project management planning for customer initiatives, including championing initiatives across the business and driving timely results.
Collaborate with analytics partners to prioritize actions and review success metrics.
Work closely with Customer Experience, VIP, Product, and Technology partners to understand business objectives and the steps needed to achieve them.
Communicate and track decisions, progress, risks, issues, and retrospectives for assigned journeys.
Balance resources, time, and scope to deliver very high-quality standards.
Identify and implement employee-focused programs and initiatives to improve employee engagement and job satisfaction.
Mentor and coach junior team members.

What you'll bring

A passion for improving the customer experience, solving problems, and leading collaboration across teams.
At least five years of journey lead, project management, or related experience.
Bachelor's degree in a related field
An entrepreneurial mindset; be hands-on and driven to get things done.
Demonstrated ability to solve complex problems and be decisive.
Excellent written and verbal communication skills.
Ability to work both independently and effectively partner cross-functionally in a highly matrixed environment.
Desire to work cross-functionally, develop recommendations, influence, and build consensus.
Passion for driving results and ability to interpret data and insights.
Solid understanding of agile work methodologies and continuous improvement processes preferred.
Project management certification(s) preferred.

Join Our Team

We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role.
The US base salary range for this full-time position is $100,800.00 - $151,200.00, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range and how that was determined during the hiring process.

Ready to Own What's Next?

We know finding a new job can be intimidating. Don't let imposter syndrome stop you from applying! Even if you don't think you tick off every box in this job description, we'd still love for you to apply or join our Talent Community.

DraftKings is proud to be an equal-opportunity employer. We do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

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