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 Manager of Customer Experience, Privacy, Risk & Compliance, you’ll lead a team focused on delivering thoughtful, efficient, and compliant resolutions across customer escalations, data privacy requests, and sensitive risk-related cases. You’ll partner across Customer Experience, Legal, Compliance, Regulatory Operations, Risk, and Privacy teams to protect customer trust while ensuring operational excellence. In this role, you’ll help shape scalable processes, support a high-performing team of individual contributors, and strengthen the customer experience through a commitment to data privacy, security, and regulatory compliance.

What you’ll do

• Coach and support a team by providing feedback, leading regular team meetings, and reinforcing company policies, procedures, and performance expectations.

• Manage sensitive customer escalations, complaints, and risk-related cases while partnering with internal teams to investigate issues and deliver timely, compliant resolutions.

• Oversee the intake, verification, and execution of customer data privacy requests, including access, correction, and deletion requests, in alignment with applicable regulations and internal policies.

• Partner cross-functionally with Legal, Compliance, Regulatory Operations, Risk, and Customer Experience teams help lead the improvement of workflows, support operational initiatives, and enhance the overall customer experience.

• Maintain accurate records, reporting, and documentation related to customer escalations, privacy requests, and resolution timelines, while partnering with stakeholders to review Customer Experience policies, assess regulatory requirements, and identify opportunities to improve operational efficiency.

What you’ll bring

• Bachelor’s Degree or a minimum of 2 years of experience in a people leadership role managing individual contributors in a customer-facing environment.

• Experience handling customer escalations, complaints, or operational workflows within a regulated, compliance-focused, or risk-related environment.

• Familiarity with global data privacy regulations, including General Data Protection Regulation and California Consumer Privacy Act.

• Strong attention to detail with the ability to manage sensitive information, balance competing priorities, and maintain accurate documentation in a fast-paced environment.

• Strong verbal and written communication skills with a collaborative, solutions-oriented mindset and the ability to work effectively across cross-functional teams.

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 84,000.00 USD - 105,000.00 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.