Customer Experience Specialist

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DraftKings Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

🎮 Gaming

⚽ Sports

👥 B2C

Gaming • Sports • B2C

DraftKings Inc. is a global company known for providing innovative products and experiences primarily in the sports betting and fantasy sports sectors. The company boasts a strong presence across multiple countries, aiming to deliver exceptional customer moments and overcoming challenges through teamwork and persistence. At DraftKings, innovation in engineering, analytics, and product development is key, with a focus on creating unforgettable customer experiences in sportsbook and casino operations. The company emphasizes a dynamic work culture, inclusion, equity, and global collaboration within its diverse teams.

📋 Description

• Support the operational performance of Customer Experience vendors, helping ensure service level objectives, quality standards, and customer satisfaction goals are consistently achieved. • Serve as a key partner to vendor teams by resolving operational questions, coordinating cross-functional support, and helping remove obstacles that impact performance and the customer experience. • Review customer interactions, operational trends, and performance metrics to identify improvement opportunities, provide actionable feedback, and support continuous improvement initiatives. • Facilitate calibration sessions, performance reviews, associate huddles, and operational communications to reinforce quality expectations, share updates, and drive alignment across teams. • Support operational escalations and customer-impacting incidents by coordinating responses, monitoring emerging risks and performance trends, and partnering with stakeholders to drive timely resolution.

🎯 Requirements

• A Bachelor’s Degree in Business, Communications, Operations, or a related field, or equivalent combination of education and professional experience. • Strong written and verbal communication skills with the ability to build effective relationships across internal teams and external partners. • Excellent analytical, critical thinking, problem-solving, and decision-making skills. • The ability to influence stakeholders and collaborate effectively in a matrixed environment without direct authority. • Experience managing multiple priorities while maintaining strong attention to detail in a fast-paced and evolving environment. • Proficiency with Microsoft Office applications, Google Workspace tools, and other business productivity platforms. • Flexibility and adaptability to navigate changing business priorities and operational needs. • A customer-first mindset with a passion for improving experiences, driving continuous improvement, and raising the bar for service excellence.

🏖️ Benefits

• bonus • equity • benefits as applicable