Customer Experience Specialist

About the Role

At DraftKings, artificial intelligence is central to both current operations and future initiatives, driving smarter decision-making and innovative ideas. This technology is revolutionizing customer interaction, simplifying processes, and unlocking potential. Our teams thrive on innovation and quickly adopt new technological advancements. We are proactively shaping the future.

As a Customer Experience Specialist, you will play an essential role in delivering outstanding customer service by collaborating closely with vendor partners and internal teams. Your focus will be on ensuring the daily success of outsourced services, guaranteeing customers get consistent and high-quality support in every interaction. You will work alongside teams from Customer Experience, Shared Services, Analytics, Risk, and Technology to resolve operational challenges, recognize areas for enhancement, and boost performance to improve customer satisfaction.

Key Responsibilities

• Monitor and support the operational performance of customer experience vendors to consistently meet service level agreements, quality benchmarks, and customer satisfaction targets.
• Act as a crucial liaison with vendor teams by resolving operational queries, coordinating multi-functional support, and eliminating barriers affecting performance and customer satisfaction.
• Analyze customer interactions, operational patterns, and performance data to pinpoint improvement opportunities, offer actionable feedback, and back continuous improvement efforts.
• Organize calibration meetings, conduct performance assessments, lead team huddles, and manage operational communications to uphold quality standards, convey updates, and maintain team alignment.
• Manage operational escalations and incidents that impact customers by coordinating responses, tracking emerging risks and trends, and collaborating with stakeholders for prompt resolution.

Qualifications and Skills

• Bachelor's degree in Business, Communications, Operations, or a related field, or an equivalent mix of education and experience.
• Excellent verbal and written communication abilities to foster strong relationships across internal teams and external partners.
• Strong analytical thinking, critical problem-solving, and sound decision-making skills.
• Capability to influence and work collaboratively with stakeholders in a matrix organization without formal authority.
• Experience in managing multiple tasks with keen attention to detail in dynamic, fast-moving environments.
• Proficiency with Microsoft Office suite, Google Workspace, and other productivity software.
• Adaptability and flexibility to adjust to shifting business priorities and operational demands.
• A customer-centric approach passionate about enhancing customer experiences, advocating for continuous improvement, and striving for superior service quality.

Additional Information

DraftKings is a publicly traded company headquartered in Boston, listed on NASDAQ (DKNG). Due to its regulated gaming status, candidates might be required to obtain a gaming license from appropriate state authorities as employment conditions. Assistance will be provided during this process if applicable.

The salary range for this position within the United States is $52,000 to $65,000 annually, supplemented by bonuses, equity, and benefits. Pay within this range considers job role, level, location, experience, skills, and education. Disclosure: Massachusetts law prohibits requiring lie detector tests as employment conditions; violations attract legal consequences.