At DraftKings, AI is becoming a core part of both our present and future—helping power how we work today, enabling smarter decisions, and inspiring bold ideas. It’s reshaping how we improve customer experiences, streamline operations, and open up new opportunities. Our teams are energized by innovation and embrace new technology with enthusiasm. We aren’t waiting for the future—we’re building it, one bold step at a time. If you believe AI drives progress, join us to help shape what’s next.

The Crown Is Yours

As a Customer Experience Specialist, you’ll help deliver outstanding customer experiences by working closely with our vendors and internal teams. You’ll support the day-to-day success of our outsourced operations, helping ensure customers receive consistent, high-quality support in every interaction. Partnering across Customer Experience, Shared Services, Analytics, Risk, and Technology, you’ll address operational challenges, uncover improvement opportunities, and drive results that enhance the customer experience.

What you’ll do

• Support the operational performance of Customer Experience vendors to ensure service level objectives, quality standards, and customer satisfaction targets are consistently met.
• Act as a key partner to vendor teams by answering operational questions, coordinating cross-functional support, and removing barriers that affect performance and the customer experience.
• Analyze customer interactions, operational trends, and performance metrics to find opportunities for improvement, provide practical feedback, and support continuous improvement efforts.
• Lead calibration sessions, performance reviews, associate huddles, and operational communications to reinforce quality expectations, share updates, and maintain alignment across teams.
• Assist with operational escalations and incidents that impact customers by coordinating responses, tracking emerging risks and performance trends, and partnering with stakeholders to drive timely resolution.

What you’ll bring

• A Bachelor’s Degree in Business, Communications, Operations, or a related field, or an equivalent mix of education and professional experience.
• Strong written and verbal communication skills, with the ability to build effective relationships across internal teams and external partners.
• Strong analytical skills, critical thinking, problem-solving, and decision-making abilities.
• The ability to influence stakeholders and collaborate effectively in a matrixed environment without direct authority.
• The ability to manage multiple priorities while maintaining strong attention to detail in a fast-paced, changing environment.
• Proficiency with Microsoft Office, Google Workspace, and other productivity tools.
• Flexibility and adaptability to respond to changing business priorities and operational needs.
• A customer-first mindset, with a passion for improving experiences, driving continuous improvement, and elevating service excellence standards.

Join Our Team

We’re a publicly traded technology company (NASDAQ: DKNG) headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license from the appropriate state agency as a condition of employment. If this applies to your role, we’ll help guide you through the process.

The US base salary range for this full-time role is $52,000.00 to $65,000.00, plus bonus, equity, and benefits as applicable. Salary ranges are based on role, level, and location. The compensation shown in each job posting reflects the range for new hire pay across all US locations. Within the range, pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can explain the specific pay range and how it was determined during the hiring process. In Massachusetts, it is illegal to require or administer a lie detector test as a condition of employment or continued employment. Violations of this law may result in criminal penalties and civil liability.
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Location
Massachusetts, Massachusetts, United States