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.
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.
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.
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
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.