Analytics Manager, Customer Experience
DraftKings

Job Info

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DraftKings Inc. (Nasdaq: DKNG) is a digital sports entertainment and gaming company. It's simple, at DraftKings, we believe life's more fun with skin in the game. For that reason, we're committed to responsibly creating the world's favorite games and betting experiences. Headquartered in Boston, MA, with offices around the globe, we believe we can continue to define what it means to be a technology company in sports entertainment. We love what we do, and think you will too.

Lead a game-changing team.
As we continue to grow at a rapid pace, we're looking for an Analytics Manager to lead a team that will partner with our Customer Experience group to improve all touchpoints that our Customers have with DraftKings. Your goal will be to identify and eliminate any friction points that our Customers may experience as well as to make sure they have easy and simple interactions when they do have questions for us. In this role, you will lead of team of analysts and work with partners to create unforgettable experiences for every user. Sound good to you? Join us.

What you'll do as an Analytics Manager:

• Lead a team of analysts to develop strategies, create and run tests, generate learnings, and implement solutions around Customer friction points.
• Partner with the Customer Experience team to evaluate efficiency and other performance metrics and develop an overall structure that best serves our users.
• Work with other stakeholder teams across the business to share how their products and offerings are having an impact on Customers and how they can make improvements.
• You will also own standard reporting for business results like Customer satisfaction, time to resolution, and productivity.

What skills you will use:

• Ideally, you have 5+ years of business analytics experience, preferably experience working with customer-facing teams.
• Ability to take complicated problems and build simple frameworks.
• Experience leading a team of junior analysts and being responsible for managing, mentoring, and helping to grow their careers.
• You're highly proficient with data analytics and have experience in data manipulation using a variety of tools.
• You have experience with SQL, SAS, and Matlab. Additional programming language experience is a plus.
• Knowledge of statistics and hypothesis testing. Model building experience is a plus.
• You thrive in a fast-paced environment.
• You have a BS in Mathematics, Business, or a related field.

#LI-RC1

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.

Apply now
As a technology company at our core, DraftKings believes that the best innovation comes from diverse perspectives, thoughts, beliefs, ideas, and experiences. We consistently push boundaries and challenge the conventional to ensure our culture and products reflect the expectations of our employees, and the customers we serve.

We're proud to believe that your gender, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability should have nothing to do with our hiring practices. We'll never discriminate against anyone's background or creed. If you're good at what you do, we want you to do it at DraftKings.

You may be required to become licensed through applicable regulatory agencies.

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