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Performance Excellence Specialist Jobs
Company | DraftKings Inc. |
Address | Boston, MA, United States |
Employment type | FULL_TIME |
Salary | |
Category | Spectator Sports,Software Development |
Expires | 2023-08-27 |
Posted at | 9 months ago |
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.
- Develop incentive programs across verticals.
- Aggregate and analyze reports to identify gaps in performance and offer recommendations for process, product, or training improvements and efficiencies.
- Demonstrate a complete understanding of DraftKings products, operational policies, and regulatory procedures.
- Lead quality audits, projects, or special assignments as needed.
- Liaison with the Learning and Development team on the new hire curriculum.
- Prepare Performance Excellence team monthly/quarterly readouts.
- Proactively identify strengths/opportunities and partner with internal customers to drive continuous improvement, enabling teams to deliver world-class service to our players.
- Responsible for the standardization and implementation of continuous improvement methods and tools across the verticals.
- Ensure that Performance Excellence standards are met across all communication channels via focused monitoring.
- Create performance and coaching artifacts for each vertical, partnering with the Knowledge Management and Training team on coaching support resources.
- Collaborate with relevant teams and vertical leadership, perform root cause analysis, and document trends and opportunities to create solutions for identified problems.
- Passion for data and technical knowledge growth with the ability to analyze high-level results, research trends, and determine the root cause of performance trends.
- Bachelor’s degree in business management, sport management, or related field; or equivalent education and work experience.
- Extremely detail-oriented, organized, customer-focused, and proactive.
- At least three (3) years of contact center (preferably in a quality role), project management, analytics, leadership, or related experience.
- Competence with Zendesk, MaestroQA, (or other ticketing processor systems), and Microsoft Office Suite.
- Experience with Lucid, Confluence, Tableau, and Snowflake or similar platforms is a plus.
- Strong working knowledge of Microsoft Excel and/or Google Sheets.
- Ability to be objective and influential in developing others and improving the customer experience.
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