Senior Product Manager, CX AI Intelligence

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 Product Manager, AI CX Intelligence, you'll define how AI transforms the customer experience at DraftKings. You'll lead strategy and execution across agent tools, automation frameworks, and conversational systems that improve satisfaction and efficiency at scale. Partnering with Engineering, Data Science, and Operations, you'll build AI-powered solutions that support every stage of the customer journey from chatbots and copilots to orchestration logic and governance. You'll also mentor product managers and align intelligence efforts across Customer Support, Risk Management, and High Value Player Experience.
What you'll do as Senior Product Manager, AI CX Intelligence

• Define and drive the AI roadmap for Customer Platform, aligning product investments with customer needs and business goals
• Launch tools for customers, agents, and VIP hosts, including copilots, summarization features, and automations built with MCP, Agent to Agent, and n8n
• Translate user feedback, conversation data, and performance metrics into product opportunities that reduce friction and increase scale
• Set and monitor KPIs for resolution time, experience quality, automation rates, and agent productivity to inform iteration
• Ensure AI deployments meet DraftKings' standards for privacy, transparency, and fairness through close collaboration with Legal, Compliance, and Security
• Mentor product managers to balance technical depth with customer empathy and operational execution
• Partner with AI Platform, Product, and Operations teams to align infrastructure, data strategy, and experience design

What you'll bring

• Bachelor's Degree in Computer Science, Marketing, Data Science, or any suitable combination of education, training, and experience
• At least 7 years of product management experience with a track record of delivering AI or data-driven products that improve customer or operational outcomes
• Expertise in customer-facing AI applications, including large language models, natural language processing, and agent assist tools
• Experience leading PMs and collaborating with cross-functional engineering and operations teams
• Proven ability to define metrics, assess impact, and iterate quickly based on data and feedback
• Strong communication and influence skills across technical and business audiences
• Experience with chatbot platforms, conversational AI, or customer support systems is a plus
• Familiarity with automation frameworks such as MCP, Agent to Agent, or n8n, and with contact center operations
• Understanding of human-in-the-loop systems, data governance, and AI evaluation practices

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 136,000.00 USD - 170,000.00 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.