Senior Manager, Customer Strategy and Operations

At DraftKings, AI is becoming an integral part of both our present and future, powering how work gets done today, guiding smarter decisions, and sparking bold ideas. It's transforming how we enhance customer experiences, streamline operations, and unlock new possibilities. Our teams are energized by innovation and readily embrace emerging technology. We're not waiting for the future to arrive. We're shaping it, one bold step at a time. To those who see AI as a driver of progress, come build the future together.
The Crown Is Yours
As a Senior Manager, Customer Strategy and Operations, you'll lead cross-functional initiatives that improve the customer experience and drive operational excellence. You'll partner with senior leaders across Product, Engineering, Analytics, Risk, and Compliance to align priorities, streamline execution, and deliver impact. This role combines strategic thinking, program execution, and team leadership-all focused on building smarter, more scalable ways to work.
What you'll do

• Shape and execute strategies that improve customer experience and operational performance.
• Translate enterprise goals into clear plans and cross-functional initiatives.
• Manage programs end-to-end with strong structure, alignment, and accountability.
• Communicate updates and decisions clearly to executive stakeholders.
• Build scalable processes and tools that increase visibility and efficiency.
• Lead and develop a team, creating a culture of ownership and collaboration.

What you'll bring

• At least 8 years of experience in strategy, operations, consulting, or program management, including 2+ years managing people.
• A proven track record leading complex, cross-functional initiatives.
• Strong analytical, planning, and problem-solving skills.
• Experience working with senior leaders in strategic or advisory roles.
• Clear, confident communicator with strong storytelling skills.
• Familiarity with operational areas like product, analytics, engineering, or customer service.
• Exposure to risk or fraud operations is a plus.
• A Bachelor's Degree is required; an advanced degree or certification is a plus.

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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.
The US base salary range for this full-time position is 132,200.00 USD - 165,200.00 USD, plus bonus, equity, and benefits as applicable. Our ranges are determined by role, level, and location. The compensation information displayed on each job posting reflects the range for new hire pay rates 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 pay range and how that was determined during the hiring process. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.