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Vice President, Customer Experience

The strategy behind the game.

The Vice President, Customer Experience (CX) will lead a rapidly growing customer experience team within the Customer organization. This role puts the customer at the heart of everything we do and continuously identifies opportunities to enhance the customer’s experience across our business verticals (e.g. DFS, iGaming, Digital Sportsbook, Marketplace, etc.). The Vice President is responsible for removing barriers, providing support, and empowering the team to deliver exceptional experiences that build trust and loyalty with our customers.

What you’ll do as a Vice President, Customer Experience:

  • Develop, lead, and execute the customer experience strategy by driving best in class customer experience operations.

  • Operationalize a hiring strategy that scales across multiple locations leveraging key business stakeholders, partners, and CX leaders.

  • Develop and lead a team committed to driving operational effectiveness and exceptional experiences within the customer organization. 

  • Continuously analyze and identify opportunities for strategic and operational improvements to accelerate growth and drive efficiencies in the existing processes. Balance tradeoffs between efficiency and effectiveness. 

  • Define, establish, and drive best practices; identify and fix complex operational challenges. Analyze complex problems and build and implement a range of solutions.

  • Influence and negotiate across the company for extremely complex matters; use multiple sources of information, including broader stakeholder views, to develop solutions and recommendations for operational efficiency. Manage a variety of viewpoints to build consensus and create positive business outcomes.

  • Lead and oversee the execution and achievement of standards and KPIs to ensure best in class service to our customers (internal and external), while maximizing team performance. 

  • Create, establish, and oversee procedures between CX, Risk Management, and Compliance Operations business partners.

  • Partner with the SVP, CX in the strategic and financial planning processes for the CX organization.

  • Provide leadership and support to vertical and multi-jurisdictional expansion within the customer organization.

  • Build and maintain strong and effective working relationships with our internal and external partners.

What you'll bring:

  • Above all else, you must have an extreme passion for improving the customer/player experience, solving problems, and driving positivity amongst the team.

  • At least 10 years of experience in a customer facing, operations, or relationship management role.

  • At least 5 years of previous leadership experience in a high volume call center or fast paced work environment.

  • Bachelor’s degree in a related field.

  • Exceptional leadership skills with strong desire to teach and coach a team to develop careers and deliver quality customer experiences.

  • Impeccable organization skills with strong attention to detail.

  • Strong written and verbal communication skills.

  • Results driven with a strong analytical approach. 

  • Ability to effectively partner with others, seek a wider audience, build consensus, influence, develop recommendations, and act decisively.

  • Ability to drive projects in a highly matrixed and collaborative team environment, exercising sound judgment and decision making.

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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