Sportsbook Operations Senior Associate

Job description

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 Sportsbook Operations Senior Associate, you'll drive the day-to-day execution of operational plans for high-intensity, live-focused sports, ensuring our offerings stay sharp and competitive. Collaborating across teams, you'll support campaign rollouts, monitor real-time performance, and turn data into actionable insights. In this role, you'll shape go-to-market strategies that elevate engagement and impact. What You'll Do Support the Sportsbook and iGaming Promotions teams in triaging and resolving second-line customer issues while working closely with the Customer Experience and Operations teams to improve processes. Own daily merchandising execution across key customer-facing product surfaces, ensuring that site content, promotions, betting events, and betting odds are presented as expected. Identify merchandising opportunities based on the event calendar, customer behavior, promotional priorities, product releases, and competitor activity. Support and collaborate with other teams such as Operations, Trading, Customer Experience, and Marketing, to help proactively diagnose and solve questions from our customers. Run processes to support quality assurance, problem escalation, and competitor tracking, proactively identifying execution risks, content gaps, and customer experience concerns. Monitor and escalate technical or customer-facing issues to the appropriate teams for resolution. Use customer feedback, performance data, and competitive insights to recommend merchandising improvements. Serve as a go-to resource and mentor for junior team members, providing guidance, training, and knowledge-sharing. What You'll Bring At least 1 year of experience in a senior-level role within the online gaming industry or a closely related online B2C environment. Detail-oriented and analytical attitude, with the flexibility to adapt to shifting priorities and drive results in a fast-paced environment. Experience with digital marketing operation tools and a demonstrated ability to rapidly learn and master new tools. This role requires flexibility to work evening and weekend shifts, with a typical schedule of 5 working days and 2 days off, aligned to the demands of the sports calendar. #LI-ND 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.