Customer Operations Analyst II

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
We're growing rapidly and are searching for an Analyst II to partner with our Customer Experience team to drive the strategy behind how we limit a customer's need for support while also optimizing their experience when they do need it. Through cross-functional collaboration, development/tracking of critical metrics, and analytics deep dives, you will enable teams across our organization to make smarter, better, and faster decisions. Sounds good to you? Join us
What you'll do as an Analyst II

• Work in close partnership with the Customer Experience team & other Customer teams to evaluate performance metrics and develop strategies to best serve DraftKings' users.
• Build and execute test plans and play a vital role in driving the learning agenda for the Customer teams.
• Develop and build on reporting for business results like customer satisfaction, time to resolution, and ticket reduction.
• Create presentations and written materials and present to both technical and non-technical audiences in an effective way, articulating ideas and opinions clearly and efficiently.
• Serve as a strategic partner to our business partners through proactive analysis and recommendations while prioritizing high-impact work

What you'll bring

• At least 2+ years of analytics experience in a professional or academic setting.
• Bachelor's degree or equivalent in Mathematics, Business Analytics, or a related field.
• Experience with SQL, and an understanding of how to create compelling data visualizations. Experience with Tableau or Python is a plus.
• Experience with inferential statistics and predictive modeling is a plus.
• Well-organized and strong attention to detail, with the ability to work on multiple projects simultaneously, often under challenging time constraints.
• Curiosity to learn about a complex business and a desire to grow as an analyst and produce high-quality work.

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 $76,800.00 - $115,200.00, 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.