Skip to main content

Vice President, Customer Shared Services Operations

The strategy behind the game.

The Vice President, Customer Shared Services Operations will build and lead the shared services function within the Customer organization from the ground up. This role is critical for enabling work across the customer channels and will be responsible for creating and leading the strategy and programs for lifecycle training, workforce management, quality assurance, program management, and additional areas from creation to execution.

What you’ll do as a Vice President, Customer Shared Services Operations:

  • Develop, lead, and execute the customer shared services long-term strategy by driving best in class support for critical customer operations.

  • Build, lead, and oversee a workforce management program and strategy that aligns with the department and overall company’s workforce management strategy. 

  • Create and direct the training and quality programs while driving alignment and continuous improvement towards a best in class customer experience.

  • Serve as the primary liaison and effectively manage the relationship with key customer partners. This includes technology enablement, staffing, and organizational decisions.

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

  • Develop and execute an accountability matrix and partnership scorecard with clear owners, designed to be leveraged internally and externally.

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

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

  • Partner with customer experience, VIP, analytics, people operations, and other key teams on strategy execution. 

  • Create and implement standards and KPIs to ensure best in class partnership support to our customers (internal and external), while maximizing team performance. 

  • Partner with internal teams to lead and manage initiatives for the customer organization.

  • Maintain strong and effective working relationships with our partners.

  • Continuously identify opportunities for improvement that set-up the customer organization for long-term success.

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, shared services, or relationship management role.

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

  • Demonstrated strong leadership skills with a hands-on approach; comfortable with ambiguity and building programs and teams from the ground up.

  • Impeccable organization skills with strong attention to detail.

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

  • Results driven with a strong analytical approach. 

  • Demonstrated ability to innovate and be a thought leader in the customer service space. 

  • Bachelor’s degree in a related field.

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.

Join Our Talent Community

Get discovered. Introduce yourself, and we’ll get in touch if there’s a role that seems like a good match.

Join now