Performance Excellence Specialist Jobs

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.
As a Performance Excellence Specialist, you will be part of the Customer Shared Services team and responsible for standardizing and implementing continuous improvement methods and tools across all verticals.
What you’ll do as a Performance Excellence Specialist:

• Lead quality audits, projects, or special assignments as needed.
• Prepare Performance Excellence team monthly/quarterly readouts.
• Demonstrate a complete understanding of DraftKings products, operational policies, and regulatory procedures.
• Ensure that Performance Excellence standards are met across all communication channels via focused monitoring.
• Collaborate with relevant teams and vertical leadership, perform root cause analysis, and document trends and opportunities to create solutions for identified problems.
• Liaison with the Learning and Development team on the new hire curriculum.
• Responsible for the standardization and implementation of continuous improvement methods and tools across the verticals.
• Develop incentive programs across verticals.
• Proactively identify strengths/opportunities and partner with internal customers to drive continuous improvement, enabling teams to deliver world-class service to our players.
• Aggregate and analyze reports to identify gaps in performance and offer recommendations for process, product, or training improvements and efficiencies.
• Create performance and coaching artifacts for each vertical, partnering with the Knowledge Management and Training team on coaching support resources.

What skills will you use:

• 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.
• 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.
• Extremely detail-oriented, organized, customer-focused, and proactive.
• Strong working knowledge of Microsoft Excel and/or Google Sheets.
• Bachelor’s degree in business management, sport management, or related field; or equivalent education and work experience.
• Ability to be objective and influential in developing others and improving the customer experience.

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 $70,400.00 - $105,600.00, 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.