Director, Customer Experience
DraftKings

Job Info

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The strategy behind the game.

As the Director of our Customer Experience team, you will be responsible for leading and developing our Customer Experience team. In this role you will oversee the growth and expansion of our CX Team for all current and future DraftKings verticals. You will be responsible for operational excellence across all of our service channels while providing our customers with world class customer experience. An ideal candidate will have experience in leading large, highly engaged teams with the ability to communicate clearly across all areas of the business.

What you'll do as a Director, Customer Experience:

• Set the long-term strategy of the customer experience operations including technology enablement, staffing and organizational decisions, and process efficiency.
  
• Ensure best in class service to our customers, while maximizing team performance while hitting core KPI's.
  
• Oversee multiple customer experience managers and associates located in multiple locations
  
• Create an engaging environment for the broad team, with a focus on career development and retention of key talent.
  
• Provide continual evaluation of processes and procedures. Approve recommendations from front line managers and staff.
  
• Handle escalated customer complaints and issues as appropriate.
  
• Collaborate with business partners to provide closed loop feedback for the DraftKings product.
  

What you'll bring:

• Above all else, you must have an extreme passion for improving the customer/player experience, solving problems, and driving positivity amongst the team.
  
• Exceptional leadership skills with strong desire to teach and coach a team to develop careers and deliver quality customer experience.
  
• Experience leading large teams (100+) effectively with a high level of employee engagement.
  
• Bachelor's degree or equivalent work experience.
  
• Located in the Boston or Las Vegas area (or be open to relocation)
  

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.
We are DraftKings.

We're inspired by our shared passion for developing creative solutions to complex challenges and empowering the people around us to do their best work. We are industry leaders in the digital entertainment and technology space propelled by constant curiosity and diverse perspectives.

Our teams are fueled by innovation. We are looking ahead, building what's next, and continuously reinventing the industry. We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston, with teams around the world and an expanding global presence.
Join Us!

We strive to create a place where all feel safe, empowered, engaged, championed, and inspired. DraftKings is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.
Ready to build what's next? Apply now.

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.

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