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
What you’ll do as a Customer Experience BPO Senior Associate
- Review, triage, and resolve operational inquiries and issues raised by BPOs, ensuring completion and addressing system-related concerns (e.g., outages, app issues).
- Provide daily feedback to BPO leadership on interaction trends, opportunities for improvement, and operational enhancements to support DraftKings players.
- Track and identify operational gaps, collaborating with Shared Services to implement corrective actions like Knowledge Articles and Training.
- Lead weekly sessions with BPO frontline leadership to share trends, insights, and ideas to meet or exceed CX Operational KPIs.
- Provide regular updates on improvement plans to CX Leadership and escalate critical system issues affecting BPO support.
- Monitor key metrics such as occupancy, adherence, agent availability, and AHT, collaborating with BPO leadership to resolve issues quickly.
What you’ll bring
- At least 2 years of DraftKings CX experience with strong proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint) or Google Docs.
- Strong analytical, critical thinking, problem-solving, and decision-making skills, with attention to detail and the ability to thrive in a team-oriented environment.
- Excellent written and verbal communication skills, with the ability to interact effectively across all levels of the BPO organization.
- Bachelor's degree in a related field or equivalent education and work experience, with flexibility to work varying hours as needed.
- Passionate about customer experience, continuously inspiring others to improve and striving for excellence, while working independently and collaborating in a matrixed environment.
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 hourly rate for this full-time position is 19.62 USD - 24.52 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.
