Senior Product Manager

As a Senior Product Manager, CX Intelligence, you'll help define and deliver AI-powered products that transform how we support customers and scale Customer Experience operations. Working across Product, Engineering, Analytics, Data Science, and Customer Experience Operations, you'll turn complex workflows into scalable solutions that improve customer experiences, increase operational efficiency, and drive measurable business outcomes. From automation and conversational AI to internal tools and intelligent workflows, you'll shape products that help define the future of customer operations at DraftKings.

• Define and drive the product roadmap, aligning investments with customer needs, operational priorities, and business goals.
• Identify high-impact opportunities using customer support and operational data to improve efficiency, quality, and customer outcomes.
• Own the end-to-end product lifecycle from discovery and prioritization through launch, measurement, and iteration.
• Translate customer workflows, operational processes, and business requirements into scalable product solutions.
• Partner with Engineering Teams to build and improve AI-powered tools, automation capabilities, integrations, and internal platforms.
• Collaborate with Analytics and Data Science teams to define success metrics, evaluate performance, and measure business impact.
• Build strong partnerships with Customer Experience Operations teams to ensure solutions improve real-world workflows and deliver measurable value.
• Communicate priorities, trade-offs, risks, and outcomes while aligning stakeholders across Product, Engineering, Operations, Legal, Compliance, and Security.

• A Bachelor’s Degree or any suitable combination of education, experience, and training.
• At least 5 years of Product Management experience, ideally across artificial intelligence, platform products, customer experience, operations, or workflow automation.
• Proven experience delivering products that improve customer outcomes and operational efficiency.
• Strong understanding of AI product development, including large language models, agentic workflows, evaluation frameworks, and human-in-the-loop systems.
• Strong analytical skills with the ability to define success metrics, interpret performance data, and prioritize investments based on impact.
• Experience partnering with Engineering Teams on integrations, data flows, technical architecture, and scalable platform capabilities.
• Excellent communication and stakeholder management skills, with the ability to influence cross-functional teams and senior leadership.
• Experience with customer support technologies, conversational AI, automation platforms, or Customer Experience systems is a plus.

• Comprehensive health benefits, including various medical plans, dental, and vision.
• Free access to wellbeing programs such as free therapy sessions with Lyra Mental Health Solution, Lyra Employee Assistance Program, the Calm App, Virtual Yoga Classes, and many more.
• 14 weeks of 100% paid parental leave to all global team members and workplace lactation support.
• Partnership with Care.com for care finder and backup childcare for U.S. employees.
• Range of benefits that support family planning, including adoption, surrogacy, fertility treatments, or other family planning.
• Flexible PTO if you work in the United States.
• Pet insurance to help save on vet expenses for accidents, illnesses, and more.
• Reimbursement for part of your gym membership once you enroll in a health insurance plan.
• 401(k) matching and programs such as Origin Financial to help plan for your financial future.
• Commuter benefits to help save money on your daily commute.
• Tuition Reimbursement Program for eligible team members for educational courses related to their positions or another position at DraftKings.