Strategic Customer Initiatives Senior Associate

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 Strategic Customer Initiatives Senior Associate, you'll play a key role in connecting the voice of the customer to the improvements that shape our products and experiences. In this role, you'll build, manage, and optimize systems that surface real-time customer signals, turning raw feedback into insights that teams across DraftKings can act on. Your technical know-how and stakeholder instincts will help ensure those insights are accurate, automated, and embedded into decision-making at scale.
What You'll Do

• Configure and monitor alerts, Slack routing, and unitQ reporting to ensure timely visibility of customer signals.
• Validate, clean, and categorize incoming feedback to maintain data accuracy and integrity.
• Build and maintain technical workflows such as Slack automations, dashboards, and routing rules to standardize and scale insights delivery.
• Translate stakeholder needs into repeatable solutions that drive efficiency and insight across teams.
• Manage access, permissions, and governance settings across feedback systems and tools.
• Track and document how insights influence decisions, ensuring clear traceability to product and service improvements.
• Partner cross-functionally to streamline how feedback flows into Product, Engineering, Operations, and Support teams.

What You'll Bring

• Bachelor's degree in a related field, preferred.
• Familiarity with customer feedback, ticketing, or analytics platforms.
• Strong organizational and communication skills with the ability to present insights clearly.
• Detail-oriented mindset with a proactive approach to systems and process maintenance.
• Ability to work independently while knowing when to seek guidance.
• Experience translating technical workflows into clear documentation for cross-functional audiences.
• Bonus: Experience with tools like Medallia, unitQ, Alchemer, or similar feedback platforms.
• A passion for gaming or sports is a strong plus.

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 65,300.00 USD - 81,600.00 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.