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Director, Workforce Management

Be the strategy behind the game.

We are searching for an innovative, collaborative and analytically savvy leader to establish our Workforce Management (WFM) program from the ground up.  This position reports directly to the Vice President of Shared Services.

As the Director of  Workforce Management you will optimize capacity within our Customer-facing operations (Email, Chat, Fraud, and VIP), seeking to align personnel supply to customer demand.  What does that mean? Well, for DraftKings to deliver a best-in-class experience every time we engage with our customers, we must ensure that enough of our team members with the necessary skills and expertise are available to help.  At the same time, for DraftKings to operate successfully as a business, we need to ensure appropriate staffing levels that minimize waste.  With the added complexity of an ever-changing landscape (e.g. new acquisitions, geographical expansion, regulatory evolution, enhanced offerings, etc.), balancing these two competing forces poses a strategic, analytical, operational and cultural challenge.  Are you up for it?

In this role, you will be responsible for standing up and owning all things WFM, with a high degree of internal excitement and executive visibility.  Early missions include building a team from scratch and selecting / implementing capacity management technology.  From there, you and your team will build models to forecast demand, collaborate cross-functionally to adapt expectations based on emerging trends, and develop new processes, policies and tools to ensure the right people are in the right place at the right time.

What you’ll do as a Director, Workforce Management: 

  • Shape overall WFM strategy and goals, in partnership with the Vice President.

  • Define and track key performance metrics to quantify WFM performance & value-add.

  • Plan, build and execute core WFM capabilities: forecasting, scheduling, and real-time (intraday) capacity management.

  • Research, assess and select WFM technology vendor, then implement and own the WFM system from end to end.

  • Explore, prioritize and realize creative ways to leverage excess capacity and fill capacity gaps in real-time.

  • Partner with operational leadership to solidify top-down buy-in, align expectations, drive operational strategies (e.g. routing / segmentation), influence hiring plans, provide timely updates, and continuously improve WFM practices and capabilities.

  • Work with frontline associates and managers to seamlessly embed WFM into standard operating procedures and oversee change management (e.g. leveraging change champions, building broad support, and ensuring clear communication).

  • Provide thought leadership and perspective to identify and help address opportunity areas, both within and beyond the Customer organization.

What you’ll bring:

  • Bachelor’s degree in business, mathematics, hard sciences, or a related field.

  • At least 8 years of business experience, including 5+ years in workforce management, with clear value-add impact and career progression.

  • At least 5 years of experience building, leading and mentoring a team, with demonstrated success attracting and developing top talent

  • Multi-channel contact center industry knowledge, gained from roles within complex, fast-paced, multi-skilled and multi-site environments.

  • Strong analytical and problem-solving skills.

  • Excellent communication and collaboration skills, at all levels of the organization.

  • Ability to effectively lead and operate in white space, navigating independently through ambiguity and establishing structure.

Who are we a good fit for? 

We love working with talented people but more than that, we seek out compassionate co-workers with a collaborative spirit. Our work moves quickly and we’re great at coming together to find creative solutions to some of tech’s most interesting problems. If that sounds good to you, join us. 

We are DraftKings.

We’re inspired by our shared passion for developing creative solutions to complex challenges and empowering the people around us to do their best work. We are industry leaders in the digital entertainment and technology space propelled by constant curiosity and diverse perspectives.

Our teams are fueled by innovation. We are looking ahead, building what’s next, and continuously reinventing the industry. We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston, with teams around the world and an expanding global presence.

Join Us!

We strive to create a place where all feel safe, empowered, engaged, championed, and inspired. DraftKings is proud to be an equal opportunity employer. This means 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.

Ready to build what’s next? Apply now.

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.

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