AI Customer Experience Manager

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 an AI Customer Experience Manager, you'll drive the evolution of AI-powered support within our Customer Experience Team. You'll manage the optimization, evaluation, and deployment of AI agents ensuring they perform reliably in production and align with real user needs. Collaborating with cross-functional partners, you'll translate feedback into action, build evaluation frameworks and maintain high operational standards in a fast-moving environment.
What you'll do

• Continuously refine AI agents through prompt optimization, data enrichment and stakeholder feedback.
• Lead model evaluations, including building scoring rubrics and golden datasets with Analytics partners.
• Monitor live systems, detect anomalies and coordinate incident response to minimize impact.
• Create and maintain documentation, SOPs and QA playbooks for consistent workflows.
• Oversee model change management including A/B testing, version control and staged rollouts.
• Partner with Engineering, Data Science and Customer Experience teams to align strategy and updates.

What you'll bring

• Solid grasp of machine learning, NLP and conversational AI; hands-on experience a plus.
• At least 3 years of experience evaluating models or managing AI systems in production.
• Experience with live system monitoring and incident resolution.
• Strong documentation and process-building skills.
• Familiarity with version control and rollout processes (e.g., Git, A/B testing).
• Clear communicator with strong stakeholder management capabilities.
• Analytical, detail-oriented and energized by solving complex, evolving problems.

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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 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.