Senior Manager, Lottery Enablement
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Job Description
Senior Manager improving customer performance, coaching, and quality programs at DraftKings. Leading change management and operational initiatives across U.S. lottery fulfillment centers.
Responsibilities:
- Lead the design and execution of quality and coaching programs to improve team performance and customer experience
- Use data and performance insights to identify trends and drive continuous improvement
- Partner with stakeholders to define key performance indicators and provide strategic recommendations
- Develop leadership programs focused on coaching, feedback, and long-term team growth
- Maintain performance standards and consistent execution across processes and communication channels
- Lead project managers overseeing initiatives across the lottery fulfillment lifecycle
- Drive operational improvements across multiple lottery fulfillment centers
- Lead change management initiatives, including communication, training, and operational readiness, for new processes, systems, and technologies
- Collaborate with cross-functional teams to align operational changes with business objectives, regulatory requirements, and compliance standards
Requirements:
- Bachelor's Degree or equivalent and relevant experience
- At least 6 years of experience in quality, coaching, or performance management
- Experience using data and analytics to drive performance improvements and inform decision making
- Strong leadership skills with experience managing and developing high-performing teams
- Ability to influence stakeholders and build relationships to drive impactful initiatives
- Experience with ServiceNow, MaestroQA, Microsoft Office, and data analysis tools such as SQL or Excel
- Experience leading change management initiatives, managing complex projects, and driving operational improvements across multiple teams or locations
- Ability to travel to lottery fulfillment centers across the U.S.
- May be required to obtain a gaming license issued by the appropriate state agency as a condition of employment
Benefits:
- Bonus
- Equity
- Benefits as applicable
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