Sportsbook Operations Specialist

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
We're growing our Sportsbook Operations team to support a rapidly scaling part of the business. As a Sportsbook Operations Specialist, you'll play a critical role in identifying and resolving customer-impacting issues while driving long-term improvements across systems, tools, and workflows. We're looking for someone who enjoys solving problems, collaborating cross-functionally, and using data to create better customer outcomes.
What you'll do as a Sportsbook Operations Specialist

• Investigate daily customer-impacting issues, especially those related to trading, promotions, and settlement, and work with teams to implement both short- and long-term solutions.
• Partner with Analytics and Customer Experience to identify trends in support data and develop action plans that improve operational efficiency and reduce friction for players.
• Collaborate with teams like Revenue Operations, Product, and Trading to influence change, improve processes, and drive forward the voice of the customer.
• Contribute to internal tooling improvements and reporting needs that help the broader Sportsbook Ops team operate more effectively.
• Own and manage projects that deliver measurable improvements to how we operate and serve our players.

What you'll bring

• 3+ years of experience in product operations, customer operations, business operations, or a similar function.
• Strong project management skills and the ability to lead cross-functional initiatives with excellent communication and stakeholder management skills.
• Proven problem-solving skills, with a proactive mindset and comfort working in ambiguity.
• Data-driven mindset with experience analyzing campaign performance; familiarity with A/B testing, SQL, or HTML is a plus.
• A flexible schedule with willingness to support key sports moments during nights and weekends.
• Passion for improving the customer experience, whether or not you come from the sports or gaming industry.

#LI-CC1
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 79,200.00 USD - 99,000.00 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.