The Crown Is Yours
As a Senior Product Manager, CX Intelligence, you'll help define and deliver AI-powered products that transform how we support customers and scale Customer Experience operations. Working across Product, Engineering, Analytics, Data Science, and Customer Experience Operations, you'll turn complex workflows into scalable solutions that improve customer experiences, increase operational efficiency, and drive measurable business outcomes. From automation and conversational AI to internal tools and intelligent workflows, you'll shape products that help define the future of customer operations at DraftKings.
What you'll do as a Senior Product Manager, CX Intelligence
- Define and drive the product roadmap, aligning investments with customer needs, operational priorities, and business goals.
- Identify high-impact opportunities using customer support and operational data to improve efficiency, quality, and customer outcomes.
- Own the end-to-end product lifecycle from discovery and prioritization through launch, measurement, and iteration.
- Translate customer workflows, operational processes, and business requirements into scalable product solutions.
- Partner with Engineering Teams to build and improve AI-powered tools, automation capabilities, integrations, and internal platforms.
- Collaborate with Analytics and Data Science teams to define success metrics, evaluate performance, and measure business impact.
- Build strong partnerships with Customer Experience Operations teams to ensure solutions improve real-world workflows and deliver measurable value.
- Communicate priorities, trade-offs, risks, and outcomes while aligning stakeholders across Product, Engineering, Operations, Legal, Compliance, and Security.
What you'll bring
- A Bachelor's Degree or any suitable combination of education, experience, and training.
- At least 5 years of Product Management experience, ideally across artificial intelligence, platform products, customer experience, operations, or workflow automation.
- Proven experience delivering products that improve customer outcomes and operational efficiency.
- Strong understanding of AI product development, including large language models, agentic workflows, evaluation frameworks, and human-in-the-loop systems.
- Strong analytical skills with the ability to define success metrics, interpret performance data, and prioritize investments based on impact.
- Experience partnering with Engineering Teams on integrations, data flows, technical architecture, and scalable platform capabilities.
- Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams and senior leadership.
- Experience with customer support technologies, conversational AI, automation platforms, or Customer Experience systems is a plus.
LI-EN1
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.
Skills Required
- At least 5 years of Product Management experience
- Strong understanding of AI product development
- Proven experience delivering products that improve customer outcomes
- Excellent communication and stakeholder management skills
- Bachelor's Degree or relevant education and training
What the Team is Saying
DraftKings Compensation & Benefits Highlights
What are DraftKings's perks and benefits like?
DraftKings offers a comprehensive benefits package designed to support employees’ health, financial wellbeing, and work-life balance. This includes medical, dental, and vision coverage, along with mental health resources, wellness programs, and flexible paid time off. Employees also receive family support benefits, including 14 weeks of 100% paid parental leave for all global team members, as well as fertility, adoption, and childcare support.
Financial benefits include a 401(k) with company match, equity opportunities, and professional development support.
In addition, DraftKings provides workplace perks such as free meals and snacks, commuter benefits, and a collaborative, fast-paced culture with hybrid or remote flexibility depending on the role.
DraftKings Insights
What We Do
It's simple, at DraftKings, we believe life is more fun when you're in on the action. For that reason, we’re committed to responsibly creating the world’s favorite games and betting experiences. We’re developing the most innovative and entertaining real money products and offers; to forever transform how people experience sports; to be a fully vertically integrated sports betting operator. It's our ultimate goal to build the best, most trusted, and most customer-centric destination for our players. 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.
Why Work With Us
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. Ready to own what’s next?
Gallery
DraftKings Teams
DraftKings Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our flexible hybrid policy empowers team members to work where they’re most productive—whether at home or in our collaborative offices. We trust our teams to choose what works best for them to thrive and innovate.
