Customer Experience, Manager - Casino (Night)

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It’s transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We’re not waiting for the future to arrive. We’re shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together.

The Crown Is Yours

We're looking for a Manager of Customer Experience to lead and inspire a team, driving excellence across our Customer Experience organization. In this role, you'll mentor your team to empower our associates, streamline operations, and deliver exceptional service to both internal and external customers. As a key leader, you'll leverage your expertise to scale the team, coordinate cross-functional initiatives, and shape the future of our best-in-class customer experience.

What You'll Do

• Coach and provide constructive feedback to your team, driving performance improvement, achieving business objectives, and elevating the quality of customer interactions.

• Manage escalations by collaborating with customers and internal departments to resolve complex cases efficiently.

• Lead regular team and one-on-one meetings to address concerns, share performance updates, and reinforce company policies and procedures.

• Oversee key administrative functions, including recruiting, training, scheduling, and reporting, to support department operations.

• Foster a high-performing team culture that aligns with organizational goals and delivers exceptional customer experiences.

What You'll Bring

• Bachelor's degree or a minimum of 2 years of experience in a people leadership role.

• Exceptional attention to detail and a strong ability to contribute within a team environment to achieve shared goals.

• Commitment to fostering an engaging and dynamic work atmosphere in a high-energy, fast-paced setting.

• A collaborative approach with demonstrated success in driving interdepartmental initiatives and objectives.

• Adaptability to thrive in a fast-paced environment while maintaining a positive attitude and ability to work evening hours. Expected schedule for this role is 4 PM - 12 AM EST / 1 PM - 9 PM PST.

Join Our Team

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. 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. Don’t worry, we’ll guide you through the process if this is relevant to your role.

The US base salary range for this full-time position is 84,000.00 USD - 105,000.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.