Manager, Loyalty Program Operations

DK Crown Holdings Inc.; United States; On-site; USD 98,000 - 122,000; Full time

Job summary

DraftKings is seeking a Manager of Loyalty Program Operations to connect player behavior with program performance and business insights. You will work with Analytics, Finance, and Loyalty Operations to turn data into actionable recommendations shaping the loyalty program and its impact.

You’ll analyze KPIs, balance player value with business results, and drive cross-functional execution of program enhancements using AI and automation to improve efficiency and accuracy.

Qualifications

• 5+ years in loyalty programs, rewards, program operations, or consumer analytics.
• Strong analytical and problem-solving skills with the ability to query, investigate, and validate data using SQL.
• Solid understanding of loyalty program economics, performance measurement, and experimentation.
• Experience using AI tools and automation to improve analytical efficiency.
• Strong operational judgment, attention to detail, and ability to translate ideas into requirements.
• Excellent communication and collaboration skills to present recommendations to leadership.
• Proactive, curious, and results-driven mindset with ability to deliver improvements in a fast-paced environment.

Responsibilities

• Develop deep understanding of DraftKings Rewards, including tiers, earning and redemption mechanics, milestones, and benefits.
• Track program health using KPIs for engagement, tier progression, reward utilization, and business impact.
• Analyze player behavior and loyalty initiatives to identify opportunities for improvement and measure effectiveness.
• Assess reward costs, utilization, and program economics with Finance and Analytics.
• Drive loyalty program enhancements by coordinating requirements, testing, launches, and issue resolution.
• Shape investment priorities with data-backed business cases for loyalty innovations.
• Leverage AI tools and automation to improve analysis, monitoring, and workflows while validating outputs.

Skills

SQL

Loyalty programs

Data analysis

AI tools

Communication

Collaboration

Ownership mindset

Job description

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, Loyalty Program Operations, you’ll help shape how DraftKings Rewards delivers value to our players and drives business performance. You’ll connect player behavior, program performance, and business insights to identify opportunities that strengthen engagement and drive meaningful improvements across our offerings. Working closely with our Analytics, Finance, and Loyalty Operations teams, you’ll turn complex data into actionable recommendations and help bring program enhancements to life. Your work will influence how our loyalty program evolves, balancing a rewarding player experience with long-term business impact.

What you’ll do as a Manager, Loyalty Program Operations

• Develop a deep understanding of DraftKings Rewards, including program tiers, earning and redemption mechanics, milestones, and benefits. Serve as a trusted resource for questions about program mechanics and performance across our offerings.
• Track program health through key performance indicators measuring player engagement, tier progression, reward utilization, and business impact. Partner with the Analytics team to validate data and strengthen performance reporting.
• Analyze player behavior, program performance, and loyalty initiatives to identify opportunities for improvement, measure effectiveness, and recommend enhancements.
• Assess reward costs, utilization, and program economics alongside Finance and Analytics to inform decisions that balance player value with business performance.
• Drive the execution of loyalty program enhancements by coordinating operational requirements, testing, launches, and issue resolution with cross‑functional teams.
• Shape investment priorities by building data‑backed business cases for loyalty innovations and enhancements, connecting player needs, expected business impact, and implementation considerations.
• Leverage artificial intelligence (AI) tools and automation to improve the speed and accuracy of analysis, monitoring, documentation, and operational workflows while validating outputs against trusted data sources.

What you’ll bring

• At least 5 years of experience in loyalty programs, rewards, program operations, or consumer analytics, with a track record of using data to inform business decisions.
• Strong analytical and problem‑solving skills, including proficiency in SQL and the ability to independently query, investigate, and validate data to answer complex business questions.
• A solid understanding of loyalty program economics, performance measurement, and experimentation, with the ability to evaluate program effectiveness and identify opportunities for improvement.
• Experience using AI tools and automation to improve analytical efficiency, streamline processes, and support decision‑making while maintaining a strong focus on accuracy.
• Strong operational judgment and attention to detail, with the ability to anticipate challenges, understand system dependencies, and translate ideas into actionable requirements.
• Excellent communication and collaboration skills, with the ability to simplify complex findings, influence cross‑functional stakeholders, and present clear recommendations to leadership.
• A proactive, curious, and results‑driven mindset, with the ability to take ownership of initiatives, navigate competing priorities, and deliver meaningful improvements in a fast‑paced environment.

#LI-SG2

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 97,600.00 USD - 122,000.00 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.