Director, Strategic Customer Initiatives

At 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 and are propelled by constant curiosity and diverse perspectives.

The strategy behind the game.

We’re searching for a Director, Customer Strategic Initiatives to lead new and existing cross-portfolio initiatives that will have a material impact on what DraftKings is today and how we will transform the Customer organization. A critical element of this role is being able to act tactically, think strategically and support large operations as they drive towards maturity. To achieve this, you will need to be organized, flexible and able to get your hands dirty.

In this role, you will be responsible for a variety of initiatives, organizational programs and routines that support effective management of the organization. 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 Director, Customer Strategic Initiatives:

• Establish and manage critical routines to ensure senior leadership teams across the Customer organization are identifying and addressing key initiatives needed to operate the business most effectively and build towards our strategic vision.
• Establish communication norms and a calendar for assigned teams, ensuring messages are disseminated across the teams and to the frontline teams in an effective manner
• Oversee the shared technology strategy and work cross-functionally to manage technology vendor relationships.
• Manage complex cross-portfolio programs and initiatives within Customer organization, focused on Customer Experience and Fraud Operations.
• Measure success and progress of work efficiency, impact, output, reuse, and alignment to goals and strategies.
• Work closely with Customer Experience, Fraud Operations, Shared Services, VIP, Product, and Technology partners to understand business objectives and the steps needed to achieve them.
• Own ad-hoc high priority projects in support of Customer Strategic Initiatives, CX and Fraud organizations.
• Develop and maintain the management systems for the Customer organization including monthly business reviews, organizational standard work, operational meetings and reporting, etc.
• Assist customer leadership in developing executive communications and presentations as well as large-scale communications to the wider Customer organization.

What skills you will use:

• At least seven (7) years of journey lead, product management, project management, or related experience.
• Solid understanding of agile work methodologies and continuous improvement processes preferred.
• Passion for driving results and ability to interpret data and insights.
• Desire to work cross functionally, develop recommendations, influence, and build consensus.
• Demonstrated ability to solve complex problems and be decisive.
• An entrepreneurial mindset; be hands-on and driven to get things done.
• Excellent written and verbal communication skills.
• Familiarity with agile work methodologies and continuous improvement processes is preferred.
• A passion for improving the customer experience, solving problems, and leading collaboration across teams.
• Previous experience working closely with large operations and contact center teams.
• Ability to work both independently and effectively partner cross functionally in a highly matrixed environment.
• Bachelor’s degree in a related field.
• Ability to independently drive projects in a highly matrixed and collaborative team. environment, exercising sound judgment regarding the use of internal resources, budgets, and regulatory compliance.

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.

Join Us!

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.

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.

The US base salary range for this full-time position is $144,000.00 - $216,000.00, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range and how that was determined during the hiring process.