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Program Manager, Customer Centricity Strategy

Be the strategy behind the game.

As a member of the Customer Organization’s Strategy & Enablement team, you will support new and existing customer initiatives that will have a material impact on what DraftKings is today and becomes tomorrow. A critical element of this role is supporting customer journey work where you will partner with User Research, Product, Analytics, Data Engineering, and other internal/external teams to deliver on highly visible journey goals. You will be tasked with executing on initiatives each quarter, working across the enterprise to oversee execution and defining measurement standards. The successful candidate will be able to leverage their skills and experience to coordinate cross-functional initiatives and be the “glue” that connects various teams to the successful delivery of a best-in-class customer experience.

What you’ll do as a Program Manager, Customer Centricity Strategy & Enablement:

  • Partner cross-functionally with other teams to execute journey action items, and deliver on goals.

  • Support the project management planning process for customer initiatives, including executing initiatives across the business and driving timely results.

  • Collaborate with analytics partners to review success metrics.

  • Work closely with CX, 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 journey(s).

  • Balance resources, time, and scope to deliver on very high-quality standards.

What skills you will use:

  • Above all else, you must have a passion for improving the customer/player experience, solving problems, and driving collaboration across teams.

  • 5+ years of project management or related experience.

  • Bachelor’s degree in related field.

  • Excitement around building and developing the customer centricity program.

  • Must have 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.

  • Project management certification(s) preferred.

  • Solid understanding of agile work methodologies and continuous improvement processes preferred.

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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