Senior Manager, Customer Experience - Sportsbook

$101,000 - $126,000/Yr

DraftKings - Las Vegas, NV

Full-time - Mid Level

Remote - Las Vegas, NV

1,001-5,000 employees

Amusement, Gambling, and Recreation Industries

About the position

The Senior Manager, Customer Experience - Sportsbook at DraftKings is responsible for leading customer initiatives that significantly impact the company's customer experience. This role involves understanding the entire customer journey and acting as a liaison between various teams to achieve journey goals. The position requires defining measurement standards and prioritizing initiatives across the enterprise, ensuring a best-in-class customer experience through effective collaboration and project management.

Responsibilities

• 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.
• Ensure the success of the vertical you oversee.

Requirements

• 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.

Nice-to-haves

• Solid understanding of agile work methodologies and continuous improvement processes preferred.
• Project management certification(s) preferred.

Benefits

• Adoption & Surrogacy Support
• Fertility & Family Planning Benefit
• 14 Week Paid Parental Leave
• Workplace Lactation Support
• Lyra Mental Health Solution
• Lyra Employee Assistance Program
• Flexible Work Arrangements