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Manager, Customer Operations

DraftKings

DraftKings

Customer Service, Operations
Plovdiv, Bulgaria
Posted on Wednesday, July 3, 2024

We’re defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.

Here, “impossible” isn’t part of our vocabulary. You’ll face some of the toughest but most rewarding challenges of your career. They’re worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.

The Crown Is Yours

We're looking for a Manager, Customer Operations to join our Online Sportsbook (OSB) Customer Operations team. In this role, you will make a significant impact on delivering the highest quality and customer experience for our players. By leading and mentoring a high-performing team, you'll drive continuous improvement and operational excellence.

What you'll do as a Manager, Customer Operations

  • Lead, manage, and mentor a team of operations associates responsible for second-line escalations and quality assurance.

  • Continuously improve operational processes in support of team objectives.

  • Ensure escalation processes comply with all state regulations.

  • Act as a senior escalation point for complex customer queries and issues.

  • Work closely with Customer Experience, Product, Operations, and Trading teams to identify and resolve customer pain points.

What you'll bring

  • Thorough understanding of online gaming products and operations, with a minimum of 3 years experience in a related role.

  • At least 1 year of experience managing a high-performing team.

  • Ability to handle out-of-hours escalations autonomously.

  • Constant desire to improve the customer experience.

  • Data-driven and strong attention to detail and quality, experience writing SQL queries a plus.

  • Familiarity with ZenDesk or other workflow management tools is a plus.

Join Our Team

We’re a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. 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. Don’t worry, we’ll guide you through the process if this is relevant to your role.