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Senior Manager, Customer Experience

Be the strategy behind the game.

We’re searching for a Senior Manager, 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.  Sound good to you? Join us. 

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.

  • 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.

#LI-TM1


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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