Senior Manager, Customer Experience
DraftKings

Job Info

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Be the strategy behind the game.

We're searching for a Senior Manager, Customer Experience, to lead new and existing customer initiatives that will have a material impact on what DraftKings is today and how we will transform this experience in the future. A critical element of this role is understanding the entire customer journey. To achieve this, you will act as a liaison between the User, Product, Engineering, and other internal/external teams to deliver on highly visible journey goals.

In this role, you will be responsible for defining measurement standards and prioritizing quarterly initiatives across the enterprise. Highly qualified candidates will be able to leverage their skills and experience to coordinate cross-functional initiatives and be the cornerstone who connects various teams to the successful delivery of a best-in-class customer experience. Sound good to you? Join us.
What you'll do as a Senior Manager, Customer Experience:

• 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.
  

What you'll bring:

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

#LI-TM1

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