DraftKings is hiring a

Customer Experience Quality Assurance Program Manager

Boston, United States

DraftKings is a technology company that creates the most exciting digital sports competitions on the planet. Focused on the rapidly growing Daily Fantasy Sports (DFS) space, DraftKings offers players the opportunity to compete through web and mobile channels in 1-day or 1-week fantasy sports contests for cash prizes and money-can’t-buy experiences. Founded in 2012, we are headquartered in Boston, with additional operations in New York City and London. This is a unique opportunity to work at a company experiencing explosive growth while inventing an industry. We bring the most incredible experiences and the industry's biggest contests to our players. We are looking for exceptional talent to play for our team! Apply today and be a part of our success story.

As a Customer Experience Quality Assurance Program Manager you'll play a key role in impacting the experience of our DFS players.  You will create, manage, and maintain the Quality Assurance Program for the Customer Experience Team.  Included in the program is QA (scorecards, processes, and User’s Guides), the Customer Satisfaction Survey, the Mystery Shop Program, and how we integrate all aspects into a holistic coaching experience for the associates.    In your role you will collaborate with other departments such as Compliance, Marketing and Product Operations to gain a strong understanding of the DraftKings business.

Responsibilities

  • Develop each area of the Quality Program
  • Determine KPIs for the group, the teams, and the associates – these will be reported to different levels of the organization
  • Update the program as necessary based on feedback from associates and customers
  • Provide coaching and constructive feedback to improve performance and enable the team to achieve all established goals & business objectives
  • Partner with Analytics to create scorecards, user’s Guides, and dashboards for every aspect of the program
  • Analyze Customer Satisfaction results to provide actionable next steps
  • Conduct day to day monitoring of associates based on the finalized Quality Program
  • Develop specific coaching plans for each associate
  • Manage change across the program as the business goals change
  • Ensure that the program is scalable to account for anticipated growth of the company 

Qualifications

  • Above all else, you must have a passion for improving the customer/player experience
  • Prior experience developing, maintaining, and growing a successful Quality Assurance Program for a Customer Experience organization
  • Prior experience clearly defining every aspect of a high quality interaction
  • Prior experience reporting on results and driving change
  • Ability to aggregate the results of each part of the program, to provide CX Leadership the tools needed to coach their associates
  • Excellent interpersonal and professional communication skills, both verbal and written
  • Strong time management and organizational skills
  • Exhibit strong leadership skills
  • Demonstrate the ability to manage multiple tasks, while effectively focusing on priority issues
  • Bachelor's degree or equivalent work experience 
  • Intermediate PC skills with working knowledge of spreadsheets and reports
  • Passionate about improving the Customer Experience, and evolving how we service customers