Meet the Visionary Behind Our Customer Innovations

DraftKings has become a powerhouse in the sports entertainment industry, not only for the thrilling experiences we offer customers but also for the team of passionate individuals who drive our vision. One great example is Dana, the Senior Director of Strategic Customer Initiatives. Dana’s leadership and dedication to exceptional customer experiences embody the core values driving DraftKings forward. Here’s an inside look at Dana’s career path, her inspiration, and her journey of success.

Dana began her career in analytics, diving deep into data to understand patterns, behaviors, and insights that would inform decision-making. But as her career evolved, she discovered a new passion within customer operations. Dana loves working in the field of balancing the objectivity of data with the complexity of human behavior. 

"Humans don’t always perfectly follow our models," she explained. "The work can be a fun blend of art and science." This unique blend allows Dana to address customer needs through both a data-driven lens and a human-centered approach, making her role as much about connecting with people as it is about crunching numbers.

When asked what aspect of her role at DraftKings she finds most rewarding, Dana says, "I love being able to obsess over our customers and ensure that they are having the best experience possible. Customer-centricity is at the core of her mission, as she works very closely with our Chief Customer Officer, Shawn Henely. Through constant innovation and by responding to the evolving needs of our customers, Dana helps DraftKings create experiences that go beyond the screen, cementing customer loyalty and satisfaction.

Navigating the professional world can be challenging, but Dana holds a simple yet powerful piece of advice close to heart: “Know yourself.” 

"Be honest about strengths, opportunities, motivations, etc. That level of self-honesty usually helps with most situations." For Dana, this philosophy extends beyond self-awareness; it’s about building a foundation of authenticity in every decision, interaction, and challenge. By understanding her own strengths and areas for growth, she sets an example for her team and creates an environment where open communication and self-improvement are encouraged.

Dana is also guided by a simple yet powerful mantra: “Every second counts.” Inspired by a recent viewing of the TV series, The Bear, she appreciates the reminder to make each moment impactful. This philosophy isn’t just about urgency; it’s about maximizing the impact of every decision and interaction. In the fast-paced world of customer operations and strategic initiatives, Dana’s commitment to making every moment count resonates with her dedication to excellence, inspiring her team to approach each challenge with purpose and precision.

As Dana continues to add her unique spin to customer operations, she’s shaping an exceptional customer experience at DraftKings and setting a high bar for what it means to lead with purpose and heart.

Think you could make an impact on our teams? Check out our open positions.