Performance Excellence Senior Manager

We're defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.
Here, "impossible" isn't part of our vocabulary. You'll face some of the toughest but most rewarding challenges of your career. They're worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.
The Crown Is Yours
As a Performance Excellence Senior Manager your focus will be on leadership
development to foster a culture of continuous growth and excellence. You will lead the team responsible for quality monitoring of interactions between DraftKings customers and our Player Advocates. Your role will involve creating data-driven coaching programs, identifying strengths and opportunities based on performance KPIs, and implementing improvements to ensure our Customer team delivers world-class service.
What You'll Do As A Performance Excellence Senior Manager

• Oversee project planning for the Performance Excellence team, establish a project planning system, map out key deliverables, and gain stakeholder buy-in. Utilize data analytics to track project progress and measure outcomes.
• Partner with leadership to design and execute Shared Services Performance Excellence quality and coaching programs. Leverage data to identify improvement areas and track the effectiveness of solutions.
• Using data metrics to evaluate, design, develop, implement, and monitor all Performance Excellence processes, KPIs, and procedures for optimization.
• Manage employee performance, professional development, and career progression.
• Strategically design, develop, and implement coaching-focused leadership development programs. These programs will emphasize personalized coaching, skill-building, and continuous feedback.
• Collaborate with leadership on KPIs, identify organizational improvement opportunities, and offer data-backed solutions.
• Own and maintain Performance Excellence standards across all communication channels. Monitor adherence to standards using key performance indicators.

What You'll Bring

• Bachelor's degree or equivalent work experience.
• At least 6 years in quality and coaching, preferably in a contact center or similar environment. Demonstrated experience in using data analytics to drive performance improvements and leadership development.
• Leading and mentoring a team. Ability to use data to inform leadership decisions and strategies.
• Ability to build and leverage relationships with senior leadership to drive significant, long-lasting initiatives using data insights.
• Foster a positive team environment and collaboration within the site. Use data to identify team strengths and areas for improvement.
• Ability to analyze high-level results, research trends, and determine root causes of performance trends.
• Competence with Zendesk, MaestroQA, and Microsoft Office Suite. Proficiency in data analysis tools such as SQL, Excel, or similar.

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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 $111,200.00 - $166,800.00, plus bonus, equity, and benefits as applicable. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries 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 salary range and how that was determined during the hiring process.