Customer Experience Specialist

About the role

DraftKings is looking for a Customer Experience Specialist to ensure high‑quality support for its customers. You will work closely with external vendors and internal teams to maintain consistent, exceptional service across all interactions.

Key responsibilities

• Support the operational performance of CX vendors, ensuring service level objectives, quality standards, and customer satisfaction goals are met.
• Act as a primary liaison for vendor teams, resolving operational questions, coordinating cross‑functional support, and removing performance obstacles.
• Analyze customer interactions, operational trends, and performance metrics to identify improvement opportunities and provide actionable feedback.
• Facilitate calibration sessions, performance reviews, associate huddles, and operational communications to reinforce quality expectations.
• Manage operational escalations and customer‑impacting incidents by coordinating responses, monitoring risks, and partnering with stakeholders for timely resolution.

Required profile

• Bachelor’s degree in Business, Communications, Operations, or related field, or equivalent experience.
• Strong written and verbal communication skills with the ability to build effective relationships across internal and external partners.
• Excellent analytical, critical‑thinking, problem‑solving, and decision‑making abilities.
• Proven ability to influence stakeholders and collaborate in a matrixed environment without direct authority.
• Experience managing multiple priorities with high attention to detail in a fast‑paced setting.

Required skills

• Proficiency with Microsoft Office applications.
• Proficiency with Google Workspace tools.